Mexico
Concesionaria Vuela Compañía de Aviación S.A.P.I
Softtek
Service Desk Agent Jr
Mexico
Aguascalientes City, Aguascalientes, Mexico
Automatic translation. Check the original.
About the opportunity
Help Desk / Service Desk Junior
Requirements
- 1 to 3 years of experience in Service Desk, Help Desk, or Technical Support.
- Advanced conversational English B2+ (ability to assist users, participate in calls, and draft emails/documentation).
- Experience in support and troubleshooting of Windows operating systems.
- Knowledge in Microsoft 365: Outlook, Exchange, Teams, SharePoint, and OneDrive.
- Experience in hardware and software support for HP and Dell equipment.
- Knowledge in installation, configuration, and deployment of operating systems, drivers, and applications.
- Experience in diagnosing and resolving connectivity and network incidents (LAN/Wi-Fi, TCP/IP, VPN, cabling, and basic networking).
- Ticket management and tracking using Service Desk tools.
- Prioritization of incidents and requests according to established SLAs.
- Assistance and support to end-users via phone, email, self-service portal, and in-person support.
Preferred
- Experience with ServiceNow or similar ticket management tools.
- Knowledge of ITIL.
- Experience in migration, deployment, or equipment refresh projects.
- Intermediate Portuguese for supporting users in Latin America.
Work modality: Hybrid at Softtek Aguascalientes.
Availability to cover on-call duties and shift rotations.
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