Service Desk Level 1 Analyst (Mexico)

5 hours, 15 minutes ago
Full-time
Junior
Customer and Technical Support
DYOPATH

DYOPATH

DYOPATH, a leading MSP, empowers organizations with trusted IT solutions and exceptional customer service, formed through the merger of industry leaders to combat cyber threats and IT challenges effectively.

Internet Software & Services
251-1K
Founded 1994

Description

  • Serve as the first point of contact for technical support via phone, email, and chat.
  • Troubleshoot and resolve issues with desktops, laptops, printers, mobile devices, software, and networks.
  • Log interactions in the ticketing system and escalate issues when necessary.
  • Deliver timely, accurate resolutions while maintaining exceptional customer service.
  • Follow up with users to confirm issue resolution and satisfaction.
  • Participate in training, certifications, and ongoing learning to build technical expertise.
  • Contribute to special projects that improve service delivery.

Requirements

  • High school diploma or equivalent required; associate or bachelor's degree in computer science or a related field preferred.
  • 1–2 years of experience in a technical support role, preferably in a service desk environment.
  • Professional certifications such as HDI Support Center Analyst (HDI-SCA), ITIL Foundation, or Microsoft 365 Certified: Fundamentals, or progress toward them.
  • Strong customer service skills and the ability to explain technical solutions clearly.
  • Proficiency in Windows OS, Microsoft Office suite, and basic network troubleshooting.
  • Familiarity with ITIL or similar service frameworks is a plus.
  • Ability to work independently and collaboratively.
  • Excellent problem-solving and multitasking skills.
  • Must be open to working remotely from Mexico only.
  • Availability for 1st shift schedule (10a–8p CT).

Benefits

  • Remote work from Mexico.
  • Pay rate of 17,000 MXN.
  • Savings plan with a monthly 13% cap.
  • Pantry vouchers with 9% deposited every month.
  • Christmas bonus equal to 25 days of daily income.
  • Vacation benefits, including 12 days after the first year and a 40% vacation premium in the first year.
  • Major medical insurance covering the employee and immediate family.
  • Life insurance and quarterly bonus.
  • Paid time off for marriage, bereavement, maternity, and paternity leave.
  • Ergonomic chair and a monthly 250 pesos stipend for internet and electricity.

Interested in this position?

Apply directly on the company website

Apply Now

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