ERM is looking for a motivated, English-speaking Service Desk Technician (Entry Level) to work in our Mexico City office.

At ERM we know that creating a diverse, equitable and inclusive work environment is an essential part of making our company a great place to build a career.

Requirements:
- Bachelor’s degree in computer science, IT, informatic engineering or related areas.
- From 1 to 3 years of proven experience providing L1 service to clients in English.
- English read, written, and spoken (advanced level is needed).
- Service Now, Service Desk or any other requests via ticket management system software user experience.
- Ability and experience working, reading, and interpreting Service Desk key performance indicators in order to improve our services.
- Ability to work unsupervised, in teams and stand alone, executing multiple concurrent work streams in a high-pressure environment.
- Enthusiastic and responsible with a positive ‘can-do’ and team player, attitude.
- Availability to work under a hybrid model at our offices located in Mexico City, Mexico.

Responsibilities:




- Provide effective support on all Complexity 1 requests via Ticketing System and Telephone.
- Ensure all incidents are closed within SLA (Service Level Agreement).
- Manage and maintain Request lifecycle through to resolution.
- Provide outstanding customer service both written and verbal.
- Provide support for both Incident and Service Requests.
- Create and manage user accounts.
- Imaging, personalisation and support of ERM’s estate of workstations.
- Installing, updating and supporting ERM’s suite of applications.
- Create solutions in Knowledge Database to aid with faster access to knowledge and resolutions.
- Providing onsite and remote support to all functions and areas of the business.
- Organise a prioritise ticket backlog and new incoming requests.

Background:

Since establishing our first local presence in the LAC region in 1990’s, ERM has enjoyed steady growth and today we employ

📌 Service Desk Technician (Ciudad de México)
🏢 ERM Consultants Canada
📍 Ciudad de México