Service Desk Level II Analyst (Mexico)

📋 Description

• Second-level support for desktops, laptops, printers, mobiles, software, and networks.
• Troubleshoot and resolve complex incidents, escalating when appropriate.
• Identify and resolve underlying problems affecting IT systems and services.
• Mentor Level 1 analysts; assist with incident resolution and skill development.
• Ensure timely and accurate resolution of all technical issues.
• Follow-up with customers to support satisfaction and continuity.

🎯 Requirements

• Associate or bachelor’s degree in CS or related field preferred.
• HDI SCA, ITIL Foundation, MS 365 Fundamentals; Endpoint Admin certs (or pursuing).
• 2–4 years in technical support; 1+ year in service desk.
• Strong customer service and clear communication.
• Windows, Microsoft Office, and network troubleshooting proficiency.
• Experience with NICE/VoIP; Meraki familiarity; ITIL a plus.

🎁 Benefits

• Savings: 13% monthly cap.
• Pantry vouchers: 9% monthly.
• Christmas Bonus: 25 days of income.
• Vacations: 12 days after first year.
• Anniversary Bonus: 10 days base salary.
• Major Medical Insurance covers you and family; Life Insurance.