Provide remote technical support for laptops, desktops, LAN connectivity, applications, and small-form devices.

Troubleshoot and resolve issues across iOS, Android, and Windows devices.

Provide support for Windows OS, web browsers, MS Office, Microsoft 365/O365, Outlook, Skype for Business, Microsoft Teams, SharePoint, and OneDrive for Business .

Work effectively within a high-volume ICT Service Desk environment , handling incident diagnosis, troubleshooting, resolution, and escalation.

Troubleshoot Windows Registry issues, patch upgrades, antivirus/virus-related issues, security, and encryption problems.

Troubleshoot VPN, TCP/IP, network connectivity, OSI model, network devices, and carrier-related issues .

Apply basic to intermediate networking concepts , including LAN/WAN, DNS, DHCP, IP addressing, and connectivity troubleshooting.

Log, track, and update incidents in the IT Service Management (ITSM) system , ensuring SLA and resolution targets are met.

Escalate complex technical issues to appropriate L2/L3 support teams when required.

Maintain strong customer service while providing clear, professional, and timely technical assistance.

📌 Technical process executive (Ciudad de México)
🏢 Epsilon Solutions
📍 Ciudad de México