Help Desk Engineer | Service Desk

Description

Position Summary: We are seeking a Help Desk Engineer to provide customer service, ticket documentation, problem analysis, and remote technical support. Key Highlights: 1. Customer service and IT technical support 2. Problem analysis and solution assurance 3. Remote equipment configuration and VIP user support ***Grupo Scanda*** is a 100% Mexican company with over 30 years of experience in the Information Technology market. Our objective is to transform technology into value for our customers through our team of more than 1,500 specialized professionals, methodologies specifically designed for the IT market, and top-tier partners. Through our six companies, we cover the main IT niches. We are currently seeking a ***Help Desk Engineer.*** **Requirements:** * Age: 22 to 45 years **Education:** * Bachelor’s degree or Engineering in Computer Science and/or Computing or related Information Technology field. Degree holder or intern. **Minimum preferred experience for the position:** ***1*** *year of on-site support* **Responsibilities:** * Answering incoming calls. * \- Documenting solutions and closing tickets * \- Customer service * \- Managing emails from the functional mailbox * \- Sending escalation emails * \- Making outgoing calls to ensure control points are completed on time and as scheduled (backlog tracking). * Problem analysis and solution assurance * Ticket documentation, ensuring proper escalation and follow-up. * VIP user support * Remote equipment configuration * First-level support, resets, configurations, and technical advisories **Schedule:** **Monday to Friday:** * Operational window: 6 AM to 11 PM (rotating shifts). 8-hour workday plus 1-hour lunch break. **Location:** * **Grupo Scanda Centro:** Miguel Laurent 804, Col. Letrán Valle C.P. 03650 Benito Juárez, Ciudad de México. **Salary:** * $10,000.00 Gross Monthly. * Statutory benefits Employment type: Full-time Salary: Up to $12,000.00 per month Application question(s): * Are you agreeable to the schedule and salary? * How long does your commute to the workplace take? Workplace: On-site employment