WHAT YOU'LL 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 end-user expectations and ensure operational compliance.
-Perform post-resolution follow-ups to ensure user satisfaction and issue closure.
-Continuously expand technical and procedural knowledge to support evolving IT environments.

WHO YOU ARE / WHAT YOU BRING

-1–3 years of Help Desk or IT support experience in a fast-paced environment.
-Excellent problem-solving, 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 cloud-based authentication and identity management.
-ITIL Foundation certification or equivalent.-Requerimientos- Educación mínima: Educación media superior - Bachillerato Tecnológico
2 años de experiencia
Idiomas: Inglés
Conocimientos: Conocimiento técnico, Hardware, It, Itil, Tecnología, Windows, Servicenow
Palabras principal: tecnologias, la, informacion, it, mostrador, desk, expositor, exhibitor, apoyo, support, soporte

📌 IT Desk Support (León)
🏢 Oportun
📍 León