Responsibilities

· 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.

Experience:

· 2+ years 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)

Knowledge, skills & abilities:

· Strong verbal and written communication skills; ability to clearly explain technical concepts to non-technical users.

· Excellent customer service mindset with the ability to remain calm and solution-focused under pressure.

· Solid understanding of Windows-based environments and common business applications.

· 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.

📌 Technical Support - Service Desk (México)
🏢 The Adecco Group
📍 México