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 (Xico)
🏢 The Adecco Group
📍 Xico