**Join DYOPATH as a Service Desk Level II Analyst**:
Are you energized by solving complex technical challenges and helping people stay connected and productive?
DYOPATH is looking for a Service Desk Level II Analyst who brings strong technical expertise, curiosity, and a commitment to delivering exceptional support while mentoring others on the team.
**Why You'll Love Working Here**:
**Purpose with Passion**
Join a company whose L.O.V.E. philosophy—Living Our Values Every Day—turns everyday work into meaningful impact.
**Grow & Thrive**
From certifications to career paths, DYOPATH invests in your development.
**Award-Winning Culture**
Recognized for outstanding IT service—and we bring that same dedication to supporting each other.
**Fun & Respectful Teamwork**
A collaborative environment where achievements are celebrated.
**Benefits**:
- Savings / Monthly 13% cap
- Pantry Vouchers 9% deposited every month
- Christmas Bonus: 25 days of your daily income
- Vacations - 12 days after the first year
- Anniversary Bonus - 10 days of base salary
- Vacation Premium - 40% first year
- Major Medical Insurance covers you and your immediate family
- Life Insurance
- Quarterly Bonus
- Marriage or Bereavement Time off
- Maternity/Paternity Time off
- Ergonomic Chair
- 250 pesos monthly stipend for internet and electricity
**Role Overview**:
- **Location**: Remote (Mexico)
- **Schedule**: 1st Shift (9a-5p); Monday through Friday
- **Pay Rate**: 22,000 MXN
**Your Mission as a Service Desk Level II Analyst**:
- Provide second‐level support for technical issues involving desktops, laptops, printers, mobile devices, software, and networks
- Troubleshoot and resolve complex incidents, escalating when appropriate
- Identify and resolve underlying problems affecting IT systems and services
- Mentor and guide Level 1 analysts,



assisting with incident resolution and skill development
- Ensure timely and accurate resolution of all technical issues
- Conduct follow‐up with customers or employees to support satisfaction and continuity
- Continue building your technical skill set through training, certification, and self‐directed learning
- Participate in special projects that enhance service delivery and IT operations
**What You Bring to the Team**:
**Education & Certifications**:
- Associate or bachelor's degree in computer science or related field preferred
- Relevant certifications (or pursuing):
- HDI Support Center Analyst (HDI‐SCA)
- ITIL Foundation
- Microsoft 365 Certified: Fundamentals
- Microsoft 365 Certified: Endpoint Administrator Associate
**Experience & Skills**:
- 2-4 years of experience in technical support, with at least 1 year in a service desk environment
- Strong customer service and communication skills, able to explain technical concepts clearly
- Proficiency with Microsoft Office, Windows operating systems, and advanced network troubleshooting
- Familiarity with ITIL or similar service management frameworks is a plus
- Ability to work independently and collaboratively to deliver exceptional service
- Excellent problem‐solving and analytical skills
- Ability to manage multiple tasks simultaneously and prioritize effectively
- Experience with remote support tools and technologies
- Travel to multi-sites required
**Why This Role Stands Out**:
As a Service Desk Level II Analyst, you will be a trusted technical resource, a mentor to others, and a key contributor to delivering world‐class IT support.
You'll collaborate with a dedicated team, strengthen your technical skills, and play a meaningful role in enhancing service operations.
**Ready to Elevate IT Experiences?
**:
This role is open to applicants in Mexico only.
Equal Opportunity Employer

📌 Service Desk Level Ii Analyst (Mexico) (Monterrey)
🏢 Dyopath
📍 Monterrey