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 (Ciudad de México)
🏢 The Adecco Group
📍 Ciudad de México