About the Role Our client, WhatJobs Direct, is seeking an organized and technically proficient First-Level Support Agent (Help Desk) for their operations in Querétaro City, Querétaro . This hybrid position involves providing essential technical assistance to users, troubleshooting common IT issues, and ensuring the smooth operation of our client's internal systems. You will be the first point of contact for technical support requests, diagnosing problems and providing solutions or escalating them appropriately. This role is perfect for individuals with a strong foundation in IT support who appreciate a blend of remote flexibility and in-office collaboration.
Key Responsibilities Respond to and resolve user-reported incidents and service requests via phone, email, and ticketing system.
Diagnose hardware, software, and network issues, providing timely resolutions.
Install, configure, and maintain computer hardware, software, and peripherals.
Provide technical guidance and support on operating systems and applications.
Escalate unresolved issues to the appropriate IT support teams or vendors.
Maintain accurate documentation of support requests, actions taken, and resolutions in the knowledge base.
Assist with user account management and access control.
Contribute to improving IT support processes and user self-help resources.




Requirements Proven experience in a help desk or technical support role.
Solid understanding of computer hardware, operating systems (Windows, macOS), and common software applications.
Familiarity with network concepts (TCP/IP, DNS, DHCP).
Excellent problem-solving and analytical skills.
Strong communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
Experience with IT support ticketing systems.
Ability to work effectively both remotely and on-site in Querétaro City .
High school diploma or equivalent; IT certifications (e.g., CompTIA A+) are a significant plus.
Benefits Our client offers a competitive salary, comprehensive health benefits, and opportunities for professional development in the IT field.
This hybrid role provides flexibility and a chance to work within a modern, well-equipped office environment.
You will gain valuable experience supporting a diverse range of technologies and contribute to the stability of our client's IT infrastructure.
We foster a collaborative and innovative work culture.
Join our client and take the next step in your IT support career, making a significant impact on their technological operations.

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📌 Agente de Soporte de Primer Nivel (Help Desk) (Santiago Mexquititlán Barrio 1ro.)
🏢 Placements24
📍 Santiago Mexquititlán Barrio 1ro.