Join our team as a **Help Desk Agent** We are seeking a talented and passionate professional to fill the position of **Help Desk Agent providing first-level support**, with experience handling incidents and delivering basic user training. **REQUIREMENTS:** * Bachelor’s degree or Engineering in Computer Science, Information Systems, or related field. * Must be available to perform remote on-call duties during weekends or outside regular working hours. * Three years of experience in a similar role. * Proficiency in IT systems (Teams, TeamViewer, and a Help Desk tool). * Basic knowledge of infrastructure and communications. **PREFERRED QUALIFICATIONS:** * Familiarity with customer service methodologies and ITIL. * Basic proficiency in Jira. * Knowledge of tools for creating training materials (e.g., process videos). **SKILLS:** * Analytical ability and problem-solving skills. * Responsibility and organizational skills in task management. * Logical and critical thinking. * Attention to detail and ability to identify patterns. * Self-motivation, proactivity, and learning orientation. * Ability to work collaboratively and under pressure. * High availability and strong commitment to service. * Clear and effective communication across all organizational levels. **RESPONSIBILITIES:** * Monitor the status, functionality, and operation of production applications. * Handle and resolve first-level incidents in EMA. * Provide initial support and guidance to end users. * Develop and update user guides and operational manuals. * Deliver basic training to users on system usage. * Escalate incidents requiring specialized support in a timely manner. * Collaborate with various departments to ensure comprehensive customer service. **Work location:** Av. Constituyentes, San Miguel Chapultepec I Secc. **If you meet the requirements, please send us your CV — we’ll contact you soon! We’re waiting for you!** Employment type: Full-time Application questions: * Is there any requirement or responsibility listed in this job posting that you do not currently fulfill or have not yet developed? Please specify. * Could you share your requested net salary, or indicate your current net salary and the benefits or perks you receive at your current employer? * Do you have experience using IT systems (Teams, TeamViewer, and a Help Desk tool)? * Please describe your experience as a Help Desk Agent providing first-level support. What are your primary responsibilities? Education: * Completed bachelor’s degree (preferred) Workplace: On-site employment