#Administrativo10

About our company

Confie is the largest independent personal lines insurance agency and broker in the United States—serving customers nationwide. In 2010, we established our Shared Services Center in Tijuana, Baja California, creating a world-class operation built to efficiently support our customers, drive innovation, and develop exceptional talent. Since then, our Mexico operation has become a vital extension of our organization, strengthening the work that powers our U.S. business and elevating the experience of customers across all 50 states. Today, more than 1,800 team members—both on-site and remote—help fuel our success with a focus on quality, consistency, and operational excellence.

Our growth reflects a deep investment in technology, continuous improvement, and—most importantly—our people. We foster an inclusive, fast-paced, and collaborative culture where employees are encouraged to grow and build long-term careers with a company shaping the future of insurance.

Learn more at www.confiemx.com

Job Description

IT Helpdesk acts as the first responder for our end users who need technical assistance. We strive to provide the best experience possible understanding how stressful a situation can be to our users who cannot conduct business due to technical challenges. If we are not able to resolve the technical issues, we will ensure to route the support request to the proper group who can resolve the issue.

As an IT Technician I role, the main activities are:

Support end user,



to make troubleshooting of Incidents derivative of an interruption or service degradation that must be reestablished as soon as the SLA´s are established.

Contact the user On Site/Remotely by phone or by the institutional remote support tools to solve problems. Analyze the possible resolution or document the ticket to escalate to another service line.

Requirements

- Responsible for guidance and support for Level 0 technicians.
- solve basic and intermediate tickets.
- Provide Maintenance on equipment's which include:

a. Hardware parts replacement.

b. Software installations and updates.

c. Physical maintenance of equipment's.

d. Backup information.

e. Structured cable basic troubleshooting.

f. Telephony basic Support.

- Document and update SOP´s.
- If needed move equipment's from one location to another.
- Participate in IT projects. (Re-Image´s. PC refresh, etc)
- Accomplish the SLA´s target´s.
- Accomplish the ticket resolution targets.
- Ticket Handling and quality documentation.

Experience:

- Basic Network skills.
- Basic experience in Helpdesk IT Contact Call center.
- Service now knowledge or any other ticket handling
- system.
- English level: B2 and above
- Printer Troubleshooting.
- Remote Desktop Software

Benefits

- Christmas Bonus.
- Vacation days
- Vacation premium
- IMSS
- Profit Sharing

Extra Benefits

- Savings Fund
- Extra paid days-off
- Major Medical Insurance
- Dental Insurance
- Life Insurance
- TripBeat

Environmental Benefits

- Competitive weekly salary
- Friendly work environment
- Financing and discounts at local restaurants and coffee shops
- Growth opportunities

Job Type: Full-time

Work Location: In person

📌 IT Technician I (San José Insurgentes)
🏢 Confíe Tijuana
📍 San José Insurgentes