### **Job Information** Department Name INFORMATION TECHNOLOGY Job Type Full time Industry Technology Service Now Ticket INC1400055 Modality On Site Work Experience 1\-3 years Assigned Recruiter Contact nadia.ortiz@confie.com Date Opened 11/12/2025 City Tijuana State/Province Baja California Country Mexico Zip/Postal Code 22010 ### **Job Description** IT Helpdesk acts as the first responder for our end users who need technical assistance. We strive to provide the best experience possible understanding how stressful a situation can be for our users who cannot conduct business due to technical challenges. If we are not able to resolve the technical issues, we will ensure to route the support request to the proper group who can resolve the issue. As an IT Technician I role, the main activities are: * Support end user, to make troubleshooting of Incidents derivative of an interruption or service degradation that must be reestablished as soon as the SLA's are established. * Contact the user On Site/Remotely by phone or by the institutional remote support tools to solve problems. * Analyze the possible resolution or document the ticket to escalate to another service line. **Job responsibilities and functions** * Responsible for guidance and support for Level 0 technicians. * Resolve basic and intermediate tickets. * Provide Maintenance on equipment, which includes: * Hardware parts replacement. * Software installations and updates. * Physical maintenance of equipment's. * Backup information. * Structured cable basic troubleshooting. * Telephony basic Support. * Document and update SOP's. * If needed to move equipment from one location to another. * Participate in IT projects. (Re\-Image´s. PC refresh, etc) * Accomplish the SLA´s target´s. * Accomplish the ticket resolution targets. * Ticket Handling and quality documentation. ### **Requirements** * Bachelor’s degree * Upper\-intermediate English level * Specialized knowledge: * BasicNetwork skills * Basic experience in Helpdesk IT at Call Center * Service Now knowledge or any other ticket\-handling system * Remote desktop software * Computer Knowledge: MS Office: Word, Excel, PowerPoint, Forms (Advanced) * Experience: 1 year in similar roles (Indispensable) * Service Oriented * Problem Solution * Communication * Attention to detail * Proactive work ethic ### **Benefits** * Competitive weekly salary * Excellent location (Zona Río, Tijuana) * Legal benefits * Christmas bonus * Savings fund * Profit sharing (PTU) * Vacation days * Vacation premium * Extra paid days off * Private medical insurance and preventative care * Friendly work environment * Financing and discounts at local restaurants and coffee shops * Growth opportunities