Job Summary: We are seeking a Service Desk Engineer with experience in technical support, ticket management, and system administration. Key Highlights: 1. First- and second-level technical support 2. Software and license inventory management 3. Service Desk process documentation and instructional materials **Service Desk Engineer** **3+ years of experience with:** * Hardware and software troubleshooting * Windows 11 and Windows Server operating systems * JIRA software * Agile and Scrum methodologies. *Scrum certification preferred* * ITIL **Responsibilities** * Provide first- and second-level technical support * Track helpdesk-related tickets and incidents * Manage and coordinate external vendors providing support-related services and/or maintenance contracts * Configure information systems devices and tools (mobile devices, computers, scanners, printers, projectors, and approved applications) * Receive and process employee onboarding, offboarding, and modification requests; coordinate delivery of work tools; and manage inventories * Manage software inventory, license allocation, and contract renewals * Responsible for Service Desk documentation, process manuals, and first- and second-level installation instructions **We Offer** * **MXN 18,000 – 20,000 per month** * On-site position – Querétaro, Mexico, Santa Rosa Jaúregui ZIP code 76220 Interested candidates may apply through this channel or send their CV to dgutierrez@ittheadhunter.com Salary: $18,000.00 – $20,000.00 per month Benefits: * Medical expense insurance * Life insurance Experience: * Jira: 2 years (Mandatory) * Scrum: 2 years (Mandatory) * Service desk: 3 years (Mandatory) * ITIL: 2 years (Mandatory) Work Location: On-site employment