Puebla, mexico
general accountabilities
onboarding and offboarding
* coordinate onboarding: assist with the logistics of new employee onboarding, including scheduling and preparing materials.
* support new hires: assist with onboarding activities, providing guidance and technical support to new hires throughout the process.
* offboarding support: assist with offboarding processes, including account deactivation, equipment retrieval, etc.
technical support
* tier 2 support: handle technical escalations and more advanced inquiries beyond the skills of level 1 support.
* issue resolution: troubleshoot hardware and software issues, providing timely solutions to end‑users.
* documentation: maintain accurate records of support requests, resolutions, and knowledge base articles.
* collaboration: work closely with level 1 support and other it teams to resolve complex issues.
customer service
* excellent communication: communicate effectively with end‑users, explaining technical concepts in a user‑friendly manner.
* customer satisfaction: ensure a positive customer experience by resolving issues promptly and professionally.
* empathy: show empathy and patience when assisting users with technical challenges.
compliance and security
* adhere to policies: ensure compliance with company policies, security protocols, and industry best practices.
* security awareness: educate end‑users on security practices and help prevent security breaches.
* data protection: safeguard sensitive information during onboarding and offboarding processes.
job qualifications
education
* bachelor's in computer science or a related field.
* itsm foundation training is preferred.
technical skills
* minimum of 6 months in a help desk or technical support role.
* troubleshooting skills and knowledge.
* proficiency in windows and macos environments.
* familiarity with active directory, exchange, and office 365.
* basic networking knowledge (tcp/ip, dns, dhcp).
* certifications: relevant certifications (e.g., comptia a+, microsoft certified: modern desktop administrator associate) are a plus.
professional skills
* fluent english language skills required: verbal and written communication.
* effective communication and problem‑solving skills.
* able to write technical work instructions to add value to the teams’ operations.
* experience working with multicultural teams and customers.
* self‑motivated and disciplined.
* strong investigative and analysis skills.
* customer‑focused: strong customer service orientation and problem‑solving skills.
* team player: collaborative mindset and ability to work well within a team.
benefits
* medical, dental and life insurance.
* savings fund, vacations bonus, christmas bonus, grocery bonus, annual bonus.
ptos
* vacation and holiday.
save on commute
* paid office parking.
discount programs
* medical‑related discounts.
prime location
* in the heart of puebla, with views of popocatepetl volcano, restaurants, and amenities close by.
sponsored events
* team social events and christmas dinner.
sport activity
* join your colleagues in various sports activities in the area.
eat & drink
* enjoy a kitchen stocked with drinks, coffee, and snacks.
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