Career growth opportunity for a help desk technical support analyst with strong technical, analytical, problem-solving, consultative, and presentation skills. You will be helping business customers with all of their technology related inquires ranging from adding new computers to a domain to fixing printer / scanner issues to help with email clients to troubleshooting connectivity issues.

-Deliver service and support to end-users via remote sessions, phone calls and responding to tickets

-Proactively monitor and respond to events, error conditions and threshold events in network monitoring system and processing events

-Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services

-Follow standard processes and procedures identified during training sessions

-Identify and escalate priority issues per Client specifications

-Redirect problems to appropriate resource

-Accurately process and record call transactions using a computer and designated tracking software

-Stay current with system information, changes, and updates

Job requirements

-Excellent written and oral English skills

-Being capable to manage between 20-30 tickets per shift. This ranges from simple quick password resets, to remote sessions and screen shares to troubleshooting complex issues

-Working knowledge of Microsoft Office (MS Work, Excel etc), Adobe PDF, Office 365 Admin,



Google Workspace, Microsoft Servers (i.e. domain controllers etc) and other basic business productivity software

-Network, Application and Infrastructure Support

-Manage client servers and back up devices

-Solid working understanding of Printers

-Properly document IT issues as well as their resolution steps

-Curate guides specific for clients infrastructure

-Understanding of IT system fundamentals and system management tasks

-Basic understanding of Macs

-Basic knowledge of networking principles and operating systems

-Ability to clearly document and articulate technical issues in English

-Must be reliable and dependable, self-motivated and demonstrate a willingness to learn

-Ability to work closely with peers and other teams

Candidate's profile

-Great organizational and interpersonal skills

-Someone who is flexible and proactive

-Creative mindset, problem solver, service oriented and self-learning skills

-Innovative attitude, stress resistant, team player, adaptable

-Previous industry experience in 24 x 7 Network Operation Center or call Center

What we offer

-Opportunities for career advancement and skill development.

-Work during Pacific time zone 12PM-9PM PST

-Permanent Contract

-Work alongside & learn from best-in-class talent

Industry

-Telecommunications

Employment Type

- Full-time

📌 Level 1/2 Help Desk / Managed Service Technician (Ciudad de México)
🏢 CyberNet Communications
📍 Ciudad de México