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., Service Now, 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
- Comp TIA A+, Network+, or Microsoft Certifications - Commitment to continue learning through courses, certifications & in-house training.
Soft Skills

📌 Help desk (Ciudad de México)
🏢 The Adecco Group
📍 Ciudad de México