Position Summary

We are looking for passionate IT professionals to join our Service Desk and NOC teams. Whether you are kickstarting your career in IT support or you are a seasoned network and server expert, 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.

Responsibilities:

- Provide first and second-line support to users via ticketing systems, chat, or phone.

- Troubleshoot hardware and software issues, perform password resets, manage Office 365, and escalate complex cases.

- Proactively monitor network infrastructure and servers.

- Handle critical incident resolution, root cause analysis, and advanced system configurations.

- Accurately document all troubleshooting steps and resolutions using tools like Jira, ServiceNow, or Zendesk.

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

Requirements:

- Advanced Conversational English C1 or C2 level to communicate fluently and effectively with integral users and stakeholders.





- Previous experience in Tech Support, Help Desk, or NOC roles from 6 months for Junior roles to 4 years for Senior roles.

- Solid understanding of Windows and Mac operating systems.

- Basic networking knowledge including TCP/IP, DNS, and VPN.

- Advanced server and routing knowledge for higher tiers.

- Strong customer service mindset, empathy, and excellent problem-solving skills.

Nice to Have:

- Industry certifications such as ITIL, CompTIA A+, CompTIA Network+, CCNA, or Microsoft

What Success Looks Like:

- Consistently delivering high-quality and empathetic technical support that drives high user satisfaction

- Maintaining clear and accurate ticket documentation to strengthen the internal knowledge base

- Proactively identifying and resolving system alerts before they impact end-users

- Collaborating effectively across different IT support tiers to successfully escalate and resolve complex issues

📌 IT Support and NOC Specialist (Monterrey)
🏢 Journeyfront
📍 Monterrey