Why Compucom?
Compucom Systems, Inc. provides end-to end IT managed services to enable the digital workplace for enterprise, midsize and small businesses.
To enable our clients to focus on what matters most, we employ a customer-centric, hard-working, and talented group of people that Act Like an Owner, Do the Right Thing, and Have Fun Doing It!
Position OverviewThe Service Desk Tech I coordinates, diagnoses and troubleshoots incoming employee calls.
Provides support services to employees and clients with technical problems and information technology issues involving desktops, laptops or network services from local personnel or from employees using network remote access.
Provides timely resolution of problems or escalation on behalf of customers to appropriate technical personnel.
Provides case status updates to management and end-users.
Supports and maintains effective relationships with users.
Develops, documents, and implements standard operating procedures and customer service guidelines relating to remote IT support.
Responsible for advising and assisting users in solving problems related to hardware, software, networks and peripherals using available technology.ESSENTIAL DUTIES & RESPONSIBILITIESDiagnoses and troubleshoots end user desktop application issues and provides appropriate solution Compliance to Quality Assurance evaluation (Calls, chats, email, self-service interactions and Tickets).
Support end users in their use of applications such as Microsoft Office, ERP, CRM, VPN, Citrix, and MDM (mobile device management).
Contact Handling calls, chats and emails.




Provides timely resolution of problems or escalation on behalf of the customer and ensures their satisfaction.Proper Documentation of tickets:Escalate complex tickets and ensure closure (follow up)Monitoring and following up on tickets in the ITSM platformDevelops, documents, and implements standard operating procedures and customer service guidelines relating to remote IT support.Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets).
Education & Experience RequirementsMinimum level of education or education/experience: Associate's Degree or equivalent work experienceMinimum years of work experience: 1 year in Service DeskKnowledge & RequirementsWritten and oral English and FrenchSME for Account (training)Access Management ProficiencyProcess improver, game changer, proactive demonstrated through stretch projects based on ITIL, A+, and other methodologiesNetworking, basic connection, Wi-Fi, VPN, LAN, hotspot troubleshootingTelecom VOIP basic understandingBasic knowledge of Access Management: active directory, power shell, jump serverBasic PC hardware knowledgeAbility to type while in involved in a conversation,



at least 30 WPMSolid analytical/cognitive skills to troubleshoot complex and technical problemsMS OfficeMS OutlookVPNCitrixWe Offer:Gross monthly salary ofMXN $12,000paid through payrollSalary increase toMXN $14,000after the first 3 monthsMonthly french bonus ofMXN $5,400Direct employment withCompuCom5-day work weekHybrid work model if you live in or aroundMexico City (CDMX)Benefits Above the Legal Requirements:Life InsuranceMajor Medical InsuranceDental Insurance30 days of Christmas Bonus (Aguinaldo)MXN $1,200in Grocery Vouchers per monthMXN $2,500in Restaurant Vouchers per month10% Savings Fund9 Paid Time Off (PTO) days per year, in accordance with current company policiesYou Are a Great Fit for This Position If You:Have advanced English proficiency (B2/C1)Have advanced French proficiency (C1)Have schedule flexibilityHave at least 1 year of experience in Technical Support or Customer Service within the last 2 years (call center experience required)*If you are interested, please send your resume in EnglishEqual Employment OpportunityCompuCom is committed to providing equal employment opportunities in all employment practices.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, citizenship status, marital status, age, disability, protected veteran status, sexual orientation or any other characterisic protected by law.On-Camera Video Interview Notice:Candidates selected to interview must participate in live, on-camera video interviews for identity verification and assessment purposes.
Interviews will be recorded where permitted by law.
Participation and consent to applicable recording requirements are required to continue in the hiring process.
Failure to participate in required on-camera interviews may result in removal from further consideration for employment.

📌 Soporte Técnico Trilingüe Frances/ Ingles (Xico)
🏢 Compucom
📍 Xico