Buscas ser parte de una empresa innovadora, inclusiva y colaborativa, que valora tanto tu desarrollo profesional como el equilibrio entre tu vida personal y laboral, y que cuenta con diversidad de clientes líderes en varios sectores? Si es así, descubre la vacante que Deintec tiene para ti e impulsa tu carrera en IT
Posición: Desk Side Support Technician
Ubicación: Azcapotzalco, CDMX México
Esquema: Presencial o híbrido (si vives fuera de zona metropolitana CDMX)
Tipo de contrato: Indeterminado
Horario: Lunes a Viernes
Idioma: Inglés avanzado conversacional requerido obligatorio
Escolaridad: Ingeniero computación, sistemas, etc.
Experiencia mínima: +5 años
Purpose of the position
Motivated and customer-focused Entry-Level Deskside Support Technician to provide remote technical assistance to users in the United States and Canada. As part of our IT support team, you will be the first point of contact for employees experiencing hardware, software, or network-related issues. This is an excellent opportunity for individuals with a passion for technology and problem-solving to grow their skills in a dynamic and collaborative environment.
Principal responsibilities
- Remote Technical Support: Respond to service requests our ticketing system to diagnose and resolve various technical issues for end users across the US and Canada.
- Troubleshooting & Issue Resolution: Provide step-by-step guidance to resolve issues related to desktops, laptops, mobile devices, printers, operating systems, software applications, and network connectivity.
- Ticket Management: Use the company's ticketing system to log, track, prioritize, and escalate incidents as needed. Ensure timely updates and accurate documentation for each service request.
- Customer Service: Deliver exceptional customer service by communicating clearly, maintaining professionalism, and ensuring user satisfaction throughout the support process.
- System Setup & Configuration: Assist users with the installation, configuration, and troubleshooting of workstation hardware, operating systems, and software applications as requested.
- Basic User Account Management: Support password resets, account unlocks, and changes to user permissions based on company protocols.
- Collaborate with IT Teams: Partner with other technical teams to escalate and resolve issues that require specialized input.
- Knowledge Sharing: Contribute to the knowledge base by documenting recurring problems and solutions to improve efficiency and future troubleshooting efforts.
Required critical behaviours
- Bi-lingual (English & Spanish)
- Communication Skills: Strong verbal and written communication skills with the ability to explain technical concepts clearly to non-technical users.
- Problem-Solving: Ability to analyze issues, think critically, and use available resources to arrive at effective solutions.
- Customer Service Orientation: A patient, empathetic, and user-focused approach to handling support requests.
- Work Environment: Must have a reliable internet connection and a suitable, quiet workspace for remote support operations.
- Availability: Flexibility to support users across multiple time zones in the US and Canada. Occasional evening or weekend shifts may be required
Required key skills
Mandatorio/obligatorio
- Bi-Lingual – English and Spanish
- Education: High school diploma or equivalent. Technical certifications (e.g., CompTIA A+, ITIL) or relevant coursework are a plus but not required
- Familiarity with Windows and Mac operating systems
- Basic knowledge of networking concepts (e.g., Wi-Fi, VPN)
- Understanding of common software applications (e.g., Microsoft 365, Google Workspace)
- Awareness of common hardware components and peripherals (e.g., monitors, keyboards, printers)
- Prior experience in a technical support, help desk, or customer service role (internships or freelance projects accepted)
- Basic understanding of IT security principles (e.g., safe password practices, phishing prevention)
- Familiarity with remote support tools (e.g., TeamViewer, LogMeIn, or similar)
- Experience working with a ticketing system such as ServiceNow, Zendesk, or Jira
Ofrecemos:
- Salario negociable
- Prestaciones Superiores a las de Ley (como: fondo de ahorro, caja de ahorro, SGMM, vales de despensa, etc.)
-Oportunidad de crecimiento profesional.
- Contrato directo con nuestro cliente.
Si cumples con los requisitos y te motiva avanzar en tu carrera, postúlate hoy. En Deintec, nos emociona contar con tu talento
Job Type: Full-time
Pay: From $30,000.00 per month
Language:
- inglés avanzado conversacional (B2, C1, C2, nativo) (Required)
Work Location: Hybrid remote in 02870, San Salvador Xochimanca, CDMX