About the role This position is the primary point of contact for internal technical assistance. You will ensure that all user issues and requests are addressed promptly and professionally, maintaining IT service standards. Your work will directly support employees, contributing to efficient IT operations and the company's mission.
Key facts
- Location: Remote - Leon Guanajuato
- Engagement: Full-time
- Team: IT Service Desk
What you'll do
- Respond to technical support needs through phone, chat, and the ticketing system.
- Diagnose and resolve basic technical problems with hardware, software, networks, and communication systems.
- Document, classify, and prioritize incoming issues and requests according to defined guidelines.
- Escalate complex problems to higher support tiers with thorough notes.
- Maintain excellent communication and service quality with all users.
- Identify trends in support requests to suggest improvements to systems and processes.
- Adhere to service level agreements to manage user expectations.
- Follow up with users after resolution to confirm satisfaction.
- Continuously learn and update technical knowledge.
Requirements
- 1 to 3 years of experience in a help desk or IT support role.
- Strong analytical and customer service abilities.
- Effective verbal and written communication skills, with the ability to stay calm under pressure.
- Familiarity with Windows OS, macOS, and mobile operating systems (iOS, Android).
- Understanding of ITIL or COBIT principles.
- Experience with incident management software, preferably ServiceNow.
- Basic knowledge of Active Directory, Exchange, VPNs, and common
📌 Enterprise Service Desk Agent (León)
🏢 Oportun
📍 León
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