WHAT YOULL DO

Serve as the initial point of contact for IT support via phone, chat, or ticketing system ServiceNow.
Troubleshoot and resolve Tier 1 issues related to hardware, software, network, and telecommunications systems.
Accurately log, categorize, and prioritize incidents and service requests according to the established Priority Matrix.
Escalate unresolved issues to Tier 2 or Tier 3 support teams with proper documentation and detailed troubleshooting notes.
Maintain high customer service standards by ensuring courteous, timely, and effective communication with end users.
Monitor and analyze support requests to identify recurring issues and recommend process or system improvements.
Reinforce SLAs Service Level Agreements to manage enduser expectations and ensure operational compliance.
Perform postresolution followups to ensure user satisfaction and issue closure.
Continuously expand technical and procedural knowledge to support evolving IT environments.

WHO YOU ARE WHAT YOU BRING

13 years of Help Desk or IT support experience in a fastpaced environment.
Excellent problemsolving, analytical, and customer service skills.




Strong written and verbal communication abilities able to remain calm and professional under pressure.
Working knowledge of Windows OS, macOS, and mobile device platforms iOS and Android.
Familiarity with ITIL COBIT SDaaS principles.
Experience with ticketing and incident management tools preferably ServiceNow.
Basic understanding of Active Directory, Exchange, network connectivity VPN, and common desktop applications.
Availability to work rotating shifts as needed.
Bilingual proficiency in English and Spanish.
Preferred Qualifications
Experience with administration of OKTA, Microsoft Exchange, Azure, and Active Directory.
Experience with ServiceNow, Five9, and Apple MAC systems.
Foundational understanding of cloudbased authentication and identity management.
ITIL Foundation certification or equivalent.
Bolsa de trabajo México ofrecemos puesto de IT Desk Support para el sector de Informatica Telecomunicaciones en la empresa Oportun de León. Salario acorde a tu experiencia y al salario medio del sector. Actualiza ahora tu currículum vitae y postúlate a este empleo. Tipo de empleo Jornada completa.

📌 IT Desk Support (León)
🏢 Oportun
📍 León