Help Desk Technical Support L1

Description

Job Summary: WORKBOX is seeking a Help Desk Technical Support L1 to provide first-level technical support to global users, manage incidents, and ensure operational continuity. Key Highlights: 1. Key role in first-level technical support for global users 2. Incident and ticket management in ServiceNow or similar systems 3. Opportunity for professional growth and career development **WORKBOX is seeking a Help Desk Technical Support L1 in Bosques De Las Lomas \- Cuajimalpa de Morelos, Ciudad de México** ----------------------------------------------------------------------------------------------------------------- **Help Desk Technical Support L1** **Location:** Bosque de las Lomas, Ciudad de México **Work Mode:** On-site **Schedule:** Monday to Friday \| 9:00 a.m. – 6:00 p.m. **Professional Growth Plan** **Job Description** A corporate company located in Bosque de las Lomas is seeking a **Help Desk Technical Support L1**, with experience in user support and incident management in corporate environments. You will be responsible for delivering first-level technical support to national and international users, ensuring operational continuity, SLA compliance, and an excellent service experience. **Responsibilities** * First-level (L1\) technical support to global users. * Management, prioritization, and tracking of tickets in the system (ServiceNow or similar). * Handling incidents related to: * + Microsoft 365 and G Suite + Hardware and software + VPN and Citrix + Access, permissions, and passwords * Timely escalation to second level when required. * Documentation of solutions and updating of the knowledge base. * Generation of reports and metrics using Power BI. * Ongoing communication with users regarding the status of their requests. * Professional handling of critical situations and complaints. **Requirements** * Bachelor’s degree in Computer Science, Information Technology, or related field. * 3 years of experience in corporate technical support. * Knowledge of ITIL. * Experience with ServiceNow or similar ticketing systems. * Advanced proficiency in Microsoft 365\. * Knowledge of Power BI. * ERP experience (Navision, SAP) is desirable. * Basic knowledge of infrastructure, VPN, and Citrix. * Upper-intermediate English proficiency. * Customer-service orientation, organizational skills, and problem-solving ability. **Desired Education Level:** Bachelor’s degree \- completed **Desired Experience Level:** Expert Level **Departmental Function:** Technology / Internet **Industry:** Software Development / Programming **Skills:** * technical support * Microsoft 365\. * Power BI * infrastructure, VPN, and Citrix *This job posting originates from the Talenteca.com job board:* *https://www.talenteca.com/anuncio?j\_id\=6a0f28ce5200005200c5e686\&source\=indeed*