Role: Help Desk Support Specialist

Requirements & Job Offer

- Education: Bachelor’s Degree in Information Technologies or related engineering.
- Languages: Fluent Conversational English (speaking, reading, writing)" Level: B2, C1, C2, Fluent
- Modality: Home Office 100 %
- Location: México
- Workday: Monday - Friday
- Monthly Gross Salary: $ 20,000 MXN (On base to experience)
- Hiring: 100 % Payroll
- Contract: Project - Log Term (at least 1 year)
- Benefits: IMSS, 12 Vacation Days per Year, 15 Days of Christmas Bonus, 25 % Vacation Bonus, Life Insurance.
- Plus Benefits: Online Technical Trainings and Access to Academies & Certifications.
- Job Stability & Professional Development

Key Qualifications & Experience

- 2+ year in a technical support/help desk or call center environment preferred.
- Hands-on experience with computer troubleshooting, Windows OS, MS Office 365, and remote support tools.
- Experience with ticketing systems (e.g., ServiceNow, Zendesk, Jira Service Management) is a plus.
- Solid understanding of Windows-based environments and common business applications.
- Serve as a primary point of contact for technical support via phone, email, chat, or in-person.
- Troubleshoot and resolve issues related to hardware, software, networking, phones, remote access (e.g., Citrix), and Microsoft 365 applications.
- Accurately log, track, and manage all support requests in the ticketing system,



ensuring timely follow-up and resolution.
- Assist users with system procedures and application functionality, including company websites, internal tools, and agency interface systems.
- Escalate complex issues to appropriate internal teams or external vendors when necessary, while maintaining ownership of the user experience.
- Maintain and update user documentation, technical articles, and internal knowledge bases.
- Recommend process improvements and contribute to SOP (Standard Operating Procedure) documentation.
- Stay up to date on new technologies, internal system updates, and best practices.
- Provide basic support for new employee onboarding including workstation setup and user account configuration.
- Assist with reporting and data manipulation related to help desk metrics or system usage.

Nice to Have

- CompTIA A+, Network+, or Microsoft Certifications
- Commitment to continue learning through courses, certifications & in-house training.

Soft Skills

- Strong verbal & written communication skills
- Excellent customer service mindset with the ability to remain calm and solution-focused under pressure
- Ability to manage multiple priorities in a fast-paced setting
- Strong analytical and problem-solving skills
- Self-motivated and able to work independently as well as in a team
- Organized with strong time-management and documentation habits

📌 Help Desk (México)
🏢 The Adecco Group
📍 México