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Open nowPosted 6 hours ago

Bilingual IT Service Desk Agent

Sur La Table515 open roles

Pay
MX$17,000 a month
Where
Remote - Mexico
Work mode
Remote
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Your applicationOpen nowBilingual IT Service Desk AgentSur La Table · Remote - Mexico

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  2. CV RocketCV written for this posting.

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  4. CV RocketApplied on Sur La Table's own form.

The reply lands in your private mailbox

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The clock on this job

Early applications get read.

8.2% of postings close within 7 days. Measured by our own scanner across the market. Sur La Table postings stay open a median of 45 days.

Share of postings closed within
  1. 1.8%1 day
  2. 3.6%3 days
  3. 8.2%7 days
  4. 15.2%14 days
  5. 34.0%30 days
This job: posted 6 hours ago

Sur La Table median: 45 days open

The posting

The IT Service Desk Agent is responsible for providing exceptional technical support to end-users, ensuring prompt resolution of IT-related issues, and maintaining the overall health of IT systems. The role involves collaborating with cross-functional teams, diagnosing technical problems, and offering hands-on and remote support to ensure optimal functionality for end-users.

Key Responsibilities:

  • Ticket Management: Continuously monitor and create service desk tickets from incoming phone calls, emails, and voicemails, ensuring all issues are logged, tracked, and resolved in a timely manner.
  • Issue Documentation: Use Jira Help Desk software to log, document, and manage all service requests and incidents, ensuring accurate record-keeping and reporting.
  • Troubleshooting and Escalation: Follow predefined scripts and troubleshooting protocols to resolve issues and escalate complex incidents to IT Level 2 or Level 3 support teams when necessary.
  • End-User Support: Provide effective, one-on-one support to end-users, both over the phone and in person, ensuring clear communication and customer satisfaction.
  • System Monitoring: Regularly monitor IT systems and network performance, identifying potential issues before they impact end-users.
  • Hardware Support: Perform routine maintenance, troubleshooting, and repair on desktop and laptop hardware. This includes diagnosing and replacing faulty components.
  • Software Installation and Updates: Assist with the installation, configuration, and updating of software applications, ensuring all systems are up to date and secure.
  • Team Collaboration: Actively participate in team meetings, providing feedback on recurring issues and assisting with the development of process improvements.
  • Documentation and Knowledge Base Management: Contribute to creating and updating internal knowledge base articles and documentation for both users and support staff.
  • Customer Service: Demonstrate a strong focus on customer service by responding to user inquiries promptly, clearly, and professionally, while ensuring a positive user experience.
  • Onboarding/Offboarding Support: Assist with IT-related onboarding and offboarding processes for new and departing employees, including system access, software provisioning, and hardware setup or return.
  • Remote and On-Site Support: Provide both remote and on-site technical support, demonstrating flexibility to meet the diverse needs of the organization.
  • Continuous Learning: Stay updated on the latest technology trends, best practices, and security protocols to provide top-notch support and contribute to the overall success of the IT department.

Qualifications & Skills:

  • Technical Knowledge: Strong understanding of desktop operating systems (Windows), including troubleshooting and support for both hardware and software issues.
  • Web & Application Proficiency: Familiarity with common browsers (e.g., Internet Explorer, Firefox, Chrome), email clients (e.g., Outlook), and essential applications, including security tools and anti-virus programs.
  • Communication Skills: Excellent verbal and written communication skills, with the ability to effectively articulate technical information to non-technical users.
  • Problem-Solving: Strong analytical and diagnostic skills with the ability to think critically and resolve issues efficiently.
  • Customer Service Focus: A commitment to providing exceptional customer service, ensuring user satisfaction, and demonstrating patience and professionalism in all interactions.
  • Teamwork: Ability to work collaboratively in a team environment, sharing knowledge and assisting colleagues as needed.
  • Attendance & Reliability: A reliable track record of high attendance (98% or more) and adherence to shift schedules.
  • Flexibility: Willingness to travel within the city and work on weekends or after hours when required to support business needs.
  • Disciplinary Record: Must have a clean disciplinary record with no written warnings.
  • Experience (Optional): Previous experience in a help desk or IT support role, with a demonstrated ability to resolve technical issues efficiently. Experience with Jira Help Desk software or other ticketing systems.

What we offer:

· SEASONAL agreement for peak season. (6 months)

· Full-time $17,000 MXN monthly gross salary + Termination bonus.

· Law benefits since day one.

· Onsite.

· Full equipment provided.

· 100% paid training.

· Schedule window (8 am - 8 pm).

· 10-hour shift (8 am - 6 pm / 9 am - 7 pm/10 am - 8 pm).

· 1 hour Lunch - 2 breaks of 15 minutes each.

· Two days off (Fri-Sat).

· Total Pass.

· Only for CDMX and Edo. de Mex.

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