responsibilities

- provide hardware/software/network problem diagnosis/resolution via telephone/email/chat or videocall for customer end users.
- classify service calls according to the specified options.
- route problems to internal 2nd and 3rd level it support staff using knowledge base articles.
- coordinate with level 2 and 3 and support staff that provide hardware/software/network problem resolution.

qualifications

- 2-3 years of experience in similar role.
- high school certificate.
- customer-focused.
- time availability required.
- thorough knowledge of troubleshooting remote access issues.
- ability to articulate and speak with clear voice.
- empathy with end users.
- good written english communication skills.
- experience with citrix, servicenow,



active directory and vpn connections.
- fluent english and schedule availability.

benefits

we offer a competitive package that includes

- life insurance.
- major medical expenses insurance.
- minor medical expense insurance.
- savings fund.
- 30 days as christmas bonus.
- 12 days of vacation in the first year, increasing 2 days as dictated by law.
- additionally, we provide continuous training and development opportunities to help our employees achieve their professional goals.

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📌 Service desk analyst (México)
🏢 HCLTech
📍 México