Santex is a US-based integral company founded in 1999, 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

📌 IT Support Level 1 (Ciudad General Escobedo)
🏢 Santex
📍 Ciudad General Escobedo