**Position: Help Desk Support Analyst** **Hybrid Mode \| CDMX – Insurgentes Sur** Are you passionate about providing technical support, resolving incidents, and working in dynamic environments? At **Coacharte**, we are looking for a **Help Desk Support Analyst** with solid experience in user support and first- and second-level technical support. **Main Responsibilities** * Attend to, analyze, and resolve incidents via **ServiceNow**. * Provide remote user support (email, Teams, and phone). * Monitor processes and analyze information. * Escalate incidents to local, global teams, and vendors. * Identify recurring cases and propose root-cause solutions. * Develop review guides for new cases. * Comply with policies, team, and individual objectives. * Report critical incidents impacting operations promptly. **Requirements: Education and Experience** * Degree in Engineering or Technical field related to Systems, Computer Science, Telecommunications, or similar. * **Minimum of 3 years of experience** in Technical Support / Help Desk. * Technical English. **Technical Skills:** **Hardware** * Assembling, installation, and configuration of equipment (desktop, laptop, handhelds). * Diagnose and repair hardware failures. * Preventive/corrective maintenance. * Printer handling (laser, inkjet, multifunction). **Software** * Installation and configuration of operating systems (Windows, macOS, basic Linux). * Corporate software (Office, antivirus, management tools). * Basic system imaging (cloning/deployment). * Basic administration of local user accounts and permissions. * Basic programming (desirable, not essential). **Networking** * Basic knowledge of LAN/WAN. * Queries and updates in databases (preferably **SQL Management**). * Identify and replace network nodes, patchcords, and network points. * Basic switch/router configuration. * Connectivity testing (ping, ipconfig, tracert). **Soft Skills** * Customer service orientation and user interaction. * Problem diagnosis and resolution. * Clear and effective communication. * Work under pressure and task prioritization. * Collaboration with IT teams and vendors. * Organization, documentation, and punctuality. **Schedules and Work Mode** **Hybrid mode:** * Monday, Wednesday, and Friday in the office (Insurgentes Sur 601\). * Tuesday and Thursday remote work. * Full availability for shift duties, weekend on-call, and holidays (handled from home). Apply now and become part of this great team! Send your CV to alejandra.montes@coacharte.mx Job type: Full-time Salary: $15,000\.00 \- $17,500\.00 per month Work location: hybrid remote in 09750, Insurgentes sur, CDMX