Important: Candidates with more than 4 years of experience are not eligible to apply for this position.

- Education and other requirementExperience (12-18 Months)
- Willingness to work in rotational shifts
- Experience of at least 12 – 18 months working within a busy ICT Service Desk environment, showing experience of systems, support, diagnostic and resolution.

• Understanding of ITIL working practices• Problem solving associated with a mixed computing environment.
- Analytical and Problem solving skillsActive listening and questioning, an eye for detail to determine the root cause of the issue, to avoid repeat contacts and further effort to resolve issues
- Analytical problem solvers who will understand issues, evaluate solutions and work with their colleagues to resolve issues
- Problem solving skills and quick thinking to own & resolve issues independently, thoroughly & efficiently

- Display ownership and accountability
- Quickly build trust and confidence with customer
- Own and resolve customer issues efficiently, effectively and empathetically
- Mandatory requirement for experienced candidates: 12-18 months’ work experience in Service Desk/ Tech support process providing remote support for Laptops / Desktops / LAN Issues / Application support/ Small Forms etc.
- Intermediate knowledge of T/S Small Forms (iOS, Andrioid, Windows)
- Intermediate knowledge of T/S OS (Windows XP-10), Browsers, MS Office suite, of O365, Messaging, Outlook 2013-19, Skype for Business, Microsoft Teams, SharePoint and OneDrive for Business
- Experience of working within a busy ICT Service Desk environment, showing experience of systems, support, diagnostic and resolution.
- Intermediate knowledge of Registry Fix, Patch upgrades, Virus T/S, Security, Encryptions




- Intermediate knowledge of Network collaborations & VPN T/S, TCP/IP, OSI, Network devices and carriers.

- Basic networking knowledge
- Time Management SkillsBeing proactive and show the utmost respect for customer’s time
- Good time management, ensuring all contacts with customers add value

- Ability to Multitask
- Communication & Relationships SkillsTo deliver a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone, web tickets, chat and e mail.
- Offering advice to end users on all IT related areas. This will include working as part of a team, in order to share knowledge and work together to increase performance standards.
- Skills & KnowledgeCommunicate at all levels
- Ability to work across organizational and professional boundaries
- Excellent verbal and written communication skills
- High level of interpersonal skills, including active listening and understanding
- Good organizational skills and ability to prioritize workloads.
- Work to tight deadlines / service levels

- Business etiquette
- Broad knowledge of IT products, services and terminology
- AptitudesIdentification of problems and solutions

- Analysis of data
- Presentation of technical functionality to a non-technical audience
- Working knowledge of MS Office products
- General support knowledge of Operating systems across various platforms,



general productivity applications like MS outlook, MS excel, Lotus Notes etc.
- Ability to work as pat of a team or on own initiative.

- Customer focused

- Proactive
- Self-Motivated

- Patient

- Innovative

- Adaptable

Job duties and responsibilities• To improve user confidence in the user of computer software, being empathetic to a variety of new and experienced learners needs. • Help to implement and improve processes and procedures within the team allowing strong service focused deliverables.

- Actively troubleshoot to identify, assess, record, resolve and / or escalate incidents and service requests ensuring they are handled within an agreed time limit, within agreed processes and in a professional and customer sensitive manner.

- • To participate in an on call rote, providing first line support service to users.To deliver a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone, intranet and e mail.

- Update incidents with detailed and relevant information in a timely and effective manner;
- Provide updates to customers with regards to specific incidents and manage a trouble ticket through to resolution;
- Escalate an incident or troubleshoot tickets according to the company escalation processes;

- Ensure Customer Service Level Agreements are met or exceeded;
- Respond to customer enquiries in a timely and efficient manner;
- Ensure appropriate documentation of the interaction on the customer’s account in the prescribed format

- Execute transactions as per prescribed guidelines and timelines
- Ensure customer/user confidentiality and data protection at all times.

📌 Tech support (Ciudad de México)
🏢 Bull-It Solutions
📍 Ciudad de México