About the Role: We are looking for passionate IT professionals to join our Service Desk and NOC teams. Whether you are kickstarting your career in IT support (Tier 1) or you are a seasoned network and server expert (Tier 4/NOC), we have a place for you to grow. Your specific tier, responsibilities, and compensation will be determined based on your experience and technical interview results.

Key Responsibilities (Based on your Tier):

- Tier 1 & 2 (Helpdesk & Advanced Support): Provide first and second-line support to users via ticketing systems, chat, or phone. Troubleshoot hardware/software issues, perform password resets, manage Office 365, and escalate complex cases.
- Tier 3 & 4 (NOC & Specialized Support): Proactively monitor network infrastructure and servers. Handle critical incident resolution, root cause analysis, and advanced system configurations.
- Ticket Management: Accurately document all troubleshooting steps and resolutions using tools like Jira, ServiceNow, or Zendesk.
- Continuous Improvement:



Contribute to our internal Knowledge Base and suggest improvements for IT processes.

Must-Haves (Requirements):

- Advanced Conversational English (Mandatory): You must be able to communicate fluently and effectively with integral users and stakeholders (C1/C2 level).
- Experience: Previous experience in Tech Support, Help Desk, or NOC roles (from 6+ months for Junior roles, to 4+ years for Senior roles).
- Technical Foundations: Solid understanding of operating systems (Windows/Mac) and basic networking (TCP/IP, DNS, VPN). Advanced server and routing knowledge is required for higher tiers.
- Soft Skills: A strong customer service mindset, empathy, and excellent problem-solving skills.

Nice-to-Haves:

- Industry certifications (ITIL, CompTIA A+/Network+, CCNA, Microsoft, etc.).

Job Type: Full-time

Pay: $16,000.00 - $30,000.00 per month

Work Location: In person

📌 Service Desk Agent (México)
🏢 Amalga Group
📍 México