A technology company in the medical equipment sector is seeking: Help Desk Agent – First-Level Support **Salary: $17,000 net monthly + statutory benefits** **Schedule: Monday to Friday, 9 AM to 6 PM** **Location: San Miguel Chapultepec** Objective: Provide first-level support to system users, ensuring service continuity through monitoring of production environments, incident response, and basic user training. Additionally, contribute to continuous improvement by clearly documenting operational workflows and developing user guides, consistently maintaining a focus on quality, efficiency, and customer service. **\*\*Remote weekend or after-hours on-call duties are mandatory\*\*** Key Responsibilities: \- Monitor the status, functionality, and operation of production applications. \- Respond to and resolve first-level incidents. \- Provide initial support and guidance to end users. \- Develop and update user guides and operational manuals. \- Deliver basic training to users on system usage. \- Escalate incidents requiring specialized support in a timely manner. \- Collaborate with various departments to ensure comprehensive customer service. **Experience** Required: \- Proficiency with IT systems (Teams, TeamViewer, and a Help Desk tool). \- Ability to work effectively in teams and under pressure. \- High availability and strong commitment to service delivery. \- Clear and effective communication across all organizational levels. \- Basic knowledge of infrastructure and communications. Desirable: \- Familiarity with customer service methodologies and ITIL. \- Basic proficiency with Jira. \- Knowledge of tools for creating training materials (e.g., process videos). **Personal Qualifications:** \- Analytical and problem-solving skills. \- Responsibility and organizational ability in task management. \- Logical and critical thinking. \- Attention to detail and ability to identify patterns. \- Self-motivation, proactivity, and learning orientation. \- Teamwork skills with a service-oriented attitude. Employment Type: Indefinite-term position Salary: $17,000.00 per month Application Questions: * Do you have experience managing IT systems? * Do you have any objections to performing remote weekend or after-hours on-call duties? * Do you have any objections to the location (San Miguel Chapultepec neighborhood)? * Do you agree with the salary of $17,000 net monthly + statutory benefits? Workplace: On-site employment