Service Desk Analyst - Bilingual

Do you have experience providing remote support? icorp is looking for you!

You will be responsible for resolving IT-related problems, providing bilingual remote support to users of one of our global-scale clients.

Workplace: Zona industrial Benito Juárez, Querétaro, Querétaro Schedule: Monday to Friday, covering a service window of 6:00 am - 6:00 pm (schedules will be staggered within this range of hours) Modality: On-site.

Requirements:

• TSU/Lic or Eng.
• Experience providing remote technical support (indispensable)
• Handling of ticketing tools (indispensable)
• Experience performing troubleshooting
• Advanced English (C1) - conversational
• Communication skills

Indispensable Knowledge:

• Use of ticketing tools
• Knowledge of VPN
• Software Installation
• Email account configuration
• Knowledge of Office
• Customer service

Desirable Knowledge:

• Knowledge of Networks
• Internet page blocking
• Knowledge of ITIL

Main activities:

• Register and manage tickets, diagnose problems, and offer efficient solutions through remote or on-site assistance.
• Provide advice to users on hardware, software, and network problems, guiding them through troubleshooting steps and providing clear instructions.
• Perform initial diagnostics to identify problems and provide basic solutions.
• Maintain detailed incident records, document procedures and solutions, and update the knowledge base to facilitate future resolutions.
• Follow up on tickets, communicate effectively with users to provide updates, and collaborate with other IT teams to resolve problems.

Benefits:

• Base salary + bonus
• Statutory benefits
• Constant training
• Good work environment

Requirements-

Minimum education: Higher education

• Bachelor's degree

3 years of experience Languages: English Age: From 20 years old

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