We are seeking a bilingual IT Desk Support Specialist to provide first-level technical support and ensure a positive end-user experience.

Location requirement: León, Guanajuato, or within a maximum one-hour commuting distance
Language requirement: Fluent English
Schedule: Rotating shifts

Key Responsibilities
-Provide IT support through phone, chat, and ServiceNow.
-Troubleshoot and resolve Tier 1 hardware, software, network, and telecommunications issues.
-Log, categorize, and prioritize incidents and service requests accurately.
-Escalate unresolved cases to Tier 2 and Tier 3 teams with complete documentation.
-Communicate updates and expected resolution times to users in accordance with SLAs.
-Conduct post-resolution follow-ups and identify recurring issues or improvement opportunities.

Requirements
-1–3 years of experience in Help Desk, Service Desk, or IT Support.
-Bilingual English and Spanish communication skills.
-Availability to work rotating shifts.
-Knowledge of Windows, macOS, iOS, and Android.




-Experience with ticketing and incident management tools; ServiceNow is preferred.
-Basic knowledge of Active Directory, Exchange, VPN, network connectivity, and desktop applications.
-Strong customer service, communication, and problem-solving skills.

Nice to Have
-Experience with Okta, Azure, Microsoft Exchange, Active Directory, Five9, or Apple Mac systems.
-ITIL Foundation certification or familiarity with ITIL, COBIT, and SDaaS.
-Requerimientos- Educación mínima: Educación media superior - Bachillerato Tecnológico
2 años de experiencia
Idiomas: Inglés
Edad: entre 24 y 50 años
Conocimientos: Conocimiento técnico, Hardware, It, Itil, Tecnología, Windows, Servicenow
Palabras fundamental: tecnologias, la, informacion, it, mostrador, desk, expositor, exhibitor, apoyo, support, soporte, casa, remoto, remote, teletrabajo, home

📌 IT Desk Support (León)
🏢 Oportun
📍 León