**Recruiter:** Natalia Quesada **Position: Service Desk Agent / First Level Support** **Location:** Guadalajara and Aguascalientes **Industry:** Consumer products **Work mode: Hybrid** **Your responsibilities:** * Handle user requests and reports via phone, email, or ticketing system. * Provide basic technical support in the **Windows environment (installation, passwords, printers, network, email)**. * Monitor infrastructure systems and equipment, reporting detected alerts or failures. * Properly escalate incidents to higher support levels when specialized assistance is required. * Record each request in the ticketing tool, ensuring complete documentation. * Follow up on open incidents until resolution. * Comply with service protocols, response times (SLA), and information security policies. * Participate in rotating shifts and scheduled weekend on-call duties. **Required knowledge and experience:** * Basic knowledge of **user technical support (Windows 10/11\)**. * Basic knowledge of **operating systems** **Windows** and user configuration. * Basic networking knowledge (pings, IPs, Wi\-Fi connection, VPN, cabling). * Familiarity with ticketing tools (ServiceNow, Jira, Remedy or similar). * General knowledge of hardware, software, and IT infrastructure. * Desired knowledge in **basic monitoring** of equipment or servers. **Skills:** * Strong customer service orientation. * Ability to work under pressure and variable schedules. * Responsibility, commitment, and punctuality. * Teamwork and effective communication. * Adaptability to dynamic and technological environments. * Organization and discipline in incident management. **Your career at Capgemini** * By working in a team environment, our consultants focus on the analysis, design, and development of technology-based solutions for Capgemini clients. * You will work alongside functional, technical, and business specialists to help develop the implementation and integration of innovative solutions and systems, including methodologies, techniques, and tools. * You will contribute responsibly and promptly to customer satisfaction by delivering services and products that generate added value. * Capgemini offers competitive compensation and benefits above legal requirements. * Our headquarters are in Paris, France, and we operate in over 50 countries. We have more than 340,000 professionals in Mexico, located in Mexico City, Aguascalientes, and Monterrey. * Capgemini has developed proprietary global methodologies: Collaborative Business Experience and Rightshore. **You'll love working at Capgemini because:** * We offer a unique recruitment and onboarding experience, helping you build the foundation of your career and professional skills. * We provide a collaborative work environment based on our 7 values: Honesty, Boldness, Trust, Freedom, Team Spirit, Modesty, and Fun. * We promote an environment that allows you to plan and grow your career. *“At Capgemini Mexico, our goal is to attract top talent and create a diverse and inclusive workplace; therefore, we do not discriminate based on race, sex, sexual orientation, gender identity or expression, or any other personal characteristic. All applications are welcome and will be considered based on the candidate's merit, qualifications, and experience relevant to the position. For validation purposes, we will securely use your data, including but not limited to your video image or screenshots during selection, hiring, and/or onboarding processes. For your safety, you can review our privacy notice at:* *https://www.capgemini.com/mx\-es/aviso\-de\-privacidad\-para\-candidatos\-a\-ocupar\-una\-vacante/* Ref. code 358027\-es\_ES Posted on 10 Nov 2025 Experience level Experienced Professionals Contract type Permanent Location Aguascalientes Business unit ABL AMERICAS Brand Capgemini Professional communities Administration Support