Technical Support (Intermediate English)

Description

Job Summary: Provide first- and second-level technical support to internal/external users, ensuring effective resolution of incidents and requests through clear communication in both Spanish and intermediate English, prioritizing customer satisfaction and operational continuity. Key Highlights: 1. First- and second-level technical support with intermediate English 2. Resolution of incidents and requests to ensure customer satisfaction 3. Identification and resolution of hardware, software, and network issues **Position: Technical Support (Intermediate English)** **Position Objective** Provide first- and second-level technical support to internal/external users, ensuring effective resolution of incidents and requests within established service level agreements, through clear communication in both Spanish and intermediate English, prioritizing customer satisfaction and operational continuity. * **Location: Mexico City (Historic Center and Del Valle neighborhood)** * **Availability to work Monday through Sunday with two days off** * **Flexible schedule availability (weekends and holidays)** **Key Responsibilities** * Handle tickets via phone, chat, and email, documenting diagnosis and resolution in the management system. * Identify, diagnose, and resolve technical issues related to hardware and software, basic networking, peripherals, and corporate tools (365, email, and other applications). * Escalate incidents according to priority, demonstrating a strong sense of urgency. * Perform installations, configurations, and updates. * Document solutions and maintain self-directed learning. * Proactively follow up on incidents impacting users/operations/external vendors. **Requirements** * **Education:** Technical/Vocational or Bachelor’s degree in Systems, Computer Science, or related field (or equivalent experience). * **Experience:** 1+ years in Service Desk/Technical Support (preferably in high-volume environments or contact centers). * **Languages:** **Intermediate English (B1–B2)** for user communication: understands technical instructions; maintains functional calls/chats. * **Technical Knowledge:** * Windows/MacOS (basic–intermediate), O365/Teams/Outlook, printers, VPN, networking concepts, web browsers. * (Desirable) Ticketing tools. * **Core Competencies:** Empathetic communication, stress tolerance, results orientation, strong sense of urgency, and highly dynamic attitude. **We Offer:** Statutory benefits Additional benefits Performance bonus Send your CV to 55 60 93 20 79 with the subject line "Technical Support". Salary: $13,000.00 – $15,000.00 per month Benefits: * Savings fund * Grocery vouchers Workplace: On-site employment