Service Desk Agent Jr

RequirementsAt least 2 years of experience in IT Support, Service Desk, Help Desk, or similar roles Knowledge of Windows desktop environments Experience troubleshooting software and hardware issues Knowledge of Microsoft Outlook, Exchange, Office 365 Familiarity with Teams, SharePoint, OneDrive Experience supporting HP, Dell, or similar end-user devices Knowledge of operating system deployment, drivers, software installation Basic networking knowledge, wired networks, wireless networks, connectivity, routing Experience with ticketing systems, ServiceNow, Remedy, HP Service Manager or similar Knowledge of ITIL processes, Incident Management, Service Request Management Ability to prioritize incidents and requests according to SLA Basic project and activity follow-up skills Ability to learn new technical tools and technologies

Required – Soft SkillsStrong customer service orientation Good communication and interpersonal skills Basic problem-solving skills Analytical thinking Attention to detail Teamwork and collaboration Proactive attitude Self-learning mindset Ability to multitask Ownership and follow-up Ability to work according to established procedures





Nice to Have (Technical Skills)Previous experience supporting end users Basic knowledge of Problem Management and Change Management Advanced Excel knowledge, formulas, pivot tables, charts, data connections, macros

Responsibilities (Activities to perform)Receive and manage customer calls and support tickets Register incidents and service requests Provide first-level troubleshooting and technical support Resolve service requests within agreed SLAs Prioritize and follow up on open requests Escalate tickets to the appropriate support teams Support Microsoft 365, Windows, hardware, connectivity issues Document solutions in clear and understandable language Maintain accurate ticket and interaction records Close resolved tickets assigned to the support queue Ensure customer satisfaction with delivered solutions Create and update Knowledge Base Articles (KBA) Identify recurring issues and improvement opportunities Participate in continuous service improvement initiatives

Required LanguagesEnglish: Advanced

LocationMexico and Colombia (Hybrid)

📌 Service Desk Agent Jr (Aguascalientes)
🏢 SOFTTEK
📍 Aguascalientes