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 general support teams.

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