Santex is a US-based global company founded in ****, with 25 years of experience in the software industry. Headquartered in California with offices in Córdoba, Argentina, its talent network spans over 18 countries thanks to its flexible, remote-first culture. Santex specializes in custom enterprise software development, operating through Hubs that include eCommerce, BIM, Mobility, Content Delivery, Integration, Web & Mobile Development, Cloud Computing, Artificial Intelligence (AI), Data Science, IT Consulting, and Services. The company is committed to making a positive impact across three dimensions: economic, social, and environmental. Job Description: We are looking for an IT Support Technician (Level 1 & 2) to join our team in a fully remote position based in Mexico . This role serves as the first line of defense , providing technical support for a variety of user issues. The focus will be on basic troubleshooting tasks such as password resets , printer issues, and general software/hardware support within a Windows environment. You will support 13 different clients , handling a broad range of technical requests. The work schedule is Monday through Friday, from 7:30 a.m. to 4:30 p.m. CST . This is a dedicated role , meaning you must be available full-time and cannot work for other clients or projects simultaneously. The contract is expected to be long-term . Key Responsibilites: Respond to technical assistance requests via phone, email, or helpdesk ticketing systems.



Diagnose and resolve hardware/software issues with a 90% first-touch resolution goal . Follow standard help desk procedures and best practices to resolve user issues. Document all interactions, troubleshooting steps, and resolutions in the ticketing system. Escalate complex issues to higher-level teams per the established escalation matrix. Install, configure, and support approved software based on client guidelines. Maintain clear and timely communication with users during the support process. Stay up-to-date with system changes, software updates, and escalation processes. Required Qualifications: High school diploma or equivalent (A+ certification is a plus). At least 6 months of experience with Active Directory (e.g., password resets, account unlocks). Basic knowledge of desktop and mobile technologies: Windows, iOS, Android, etc. Experience supporting office tools such as Microsoft Office . Basic troubleshooting skills related to printers, software, and connectivity. Ability to follow processes and accurately document technical issues. Strong interpersonal skills and a customer service-oriented mindset. Ability to work independently and prioritize tasks effectively in a remote environment. Advanced English proficiency (written and verbal) is required. Strong communication and problem-solving skills. Nice to Have: Multilingual communication skills. Previous experience with ticketing systems (e.g., Zendesk, ServiceNow, Jira). Familiarity with distributed work environments or integral support teams.

📌 It Support Level 1 & 2 (Location: Mexico) (Durango)
🏢 Santex
📍 Durango