**We are hiring – Service Desk (Spanish–English Bilingual)** Contact information: Daniel.muniz@ejamerica.com cell: 686 \-606 3261 Address: Calz. Francisco L. Montejano 1342, Fovissste, 21038 Mexicali, B.C. **Provide first-level technical support, service restoration, request fulfillment, and user advisory, ensuring maximum availability, performance, and usage of information and knowledge systems.** Follow a systematic, disciplined, and analytical approach to problem resolution, complying with established standards and agreed procedures. Execute tasks within established timeframes. **Required skill set:** **Analytical and problem-solving skills** * Active listening and ability to ask questions, with attention to detail, to identify the root cause of issues, avoiding repeated contacts and additional support efforts. * Analytical ability to understand problems, evaluate solutions, and collaborate with colleagues to resolve them. * Ability to solve problems quickly and independently, taking responsibility for complete and efficient resolutions. * Demonstrate accountability and responsibility. * Quickly build trust with the customer. * Efficiently, effectively, and empathetically take ownership and resolve customer issues. **Mandatory requirements for experienced candidates:** * 12 to 18 months of work experience in Service Desk / Technical Support providing remote support for laptops, desktops, LAN issues, application support, mobile devices, etc. * Spanish–English bilingual * Intermediate knowledge in troubleshooting mobile devices (iOS, Android, Windows). * Intermediate knowledge in troubleshooting operating systems (Windows XP–10\), browsers, MS Office suite, O365, messaging, Outlook 2013–19, Skype for Business, Microsoft Teams, SharePoint, and OneDrive for Business. * Prior experience working in a high-volume Service Desk environment, demonstrating knowledge in support, diagnosis, and incident resolution. * Intermediate knowledge of registry fixes, patch application, antivirus, security, and encryption. * Intermediate knowledge of networking and VPN, TCP/IP, OSI, network devices, and providers. * Basic networking knowledge. **Time management skills** * Be proactive and show the highest respect for the customer's time. * Good time management ensuring each interaction adds value. * Ability to multitask. **Communication and relationship skills** * Provide frontline support through the Service Desk, receiving incidents and requests via phone, web tickets, chat, and email. * Advise end users on IT-related areas, collaborating as a team to share knowledge and raise performance standards. **Additional knowledge and skills** * Communicate effectively at all organizational levels. * Ability to work across different organizational and professional areas. * Excellent verbal and written communication skills. * High level of interpersonal skills, including active listening and understanding. * Strong organizational skills and ability to prioritize workloads. * Work under pressure and meet delivery deadlines. * Professional etiquette. * General knowledge of IT products, services, and terminology. **Competencies** * Problem identification and solution development. * Data analysis. * Ability to present technical information to non-technical audiences. * Practical knowledge of MS Office products. * General knowledge of operating systems and productivity tools such as MS Outlook, MS Excel, Lotus Notes, etc. * Ability to work both in teams and independently. * Customer focus. * Proactive, self-motivated, patient, innovative, and flexible. **Job functions and responsibilities** * Increase user confidence in software usage by being empathetic to the needs of both new and experienced users. * Help implement and improve internal team processes to ensure solid service delivery. * Actively resolve incidents and requests by identifying, assessing, logging, resolving, and/or escalating them within agreed timeframes and processes, maintaining professional and customer-sensitive communication. * Participate in rotating on-call shifts to provide 24/7 frontline support. * Receive requests and incidents via phone, intranet, and email. * Record detailed and relevant information for each incident promptly. * Keep customers informed about the status of their incidents and follow up until resolution. * Escalate incidents when necessary according to established procedures. * Ensure SLA compliance or exceedance. * Respond to customer inquiries efficiently and punctually. * Document each interaction in the required format. * Perform tasks within defined guidelines and timeframes. * Ensure confidentiality and protection of customer data at all times. **Education and other requirements** * Experience: 12–18 months. * Availability to work rotating shifts. * Minimum of 12–18 months of experience in a high-volume Service Desk environment. * Knowledge of ITIL practices. * Experience in resolving issues in mixed computing environments. Job type: Full-time Salary: $15,000\.00 \- $22,000\.00 per month Benefits: * Educational assistance * Salary increases * Paternity leave exceeding legal requirements * Sick days * Company parking * Flexible schedules * Option for indefinite contract * Employee referral program * Medical expense insurance * Major medical expense insurance * Dental insurance * Free uniforms Workplace: On-site job Expected start date: 24/11/2025