**Troubleshooting**: Diagnose and resolve hardware, software, and network-related issues for end-users.
- **Ticket Management**: Log and manage service requests and incidents in the IT service management (ITSM) system, ensuring they are documented and resolved within SLA (Service Level Agreement) guidelines.
- **Escalation**: Escalate complex issues to second or third-level support teams when necessary, providing detailed notes and context.
- **Hardware Support**: Provide support for desktops, laptops, printers, mobile devices, and other hardware.
- **Account Management**: Handle user account administration tasks such as password resets, account creation, and permissions management.
- **Incident Reporting**: Track, document, and follow up on reported issues, ensuring accurate records of problems and solutions.
- **Knowledge Sharing**: Create and update technical documentation, user guides, and FAQs to help users resolve common issues.
- **Customer Service**: Deliver high-quality customer service by maintaining a positive,



friendly, and professional attitude.
- **Remote Support**: Provide remote assistance to users when necessary, using remote access tools.
- **Monitoring Systems**: Monitor system alerts and proactively address potential issues before they impact end users.
- **Continuous Improvement**: Participate in team meetings, training, and development activities to improve technical skills and knowledge.
**Required Qualifications**:
- **Education**: High school diploma or equivalent; a degree in IT or a related field is a plus.
- **Certifications**: CompTIA A+, ITIL Foundation, or other relevant certifications are desirable.
- **Experience**: 1-3 years of experience in a technical support or service desk environment.
Pay: $35,000.00 per month
**Experience**:
- Service Desk: 2 years (required)
**Language**:
- French (required)

📌 Service Desk Technician (Monterrey)
🏢 Protellhirestaffingsolution.Com
📍 Monterrey