Technical Support - Help Desk

At Kelly, we are dedicated to connecting talent with the working world in a way that enriches their lives, and companies with talented people who drive innovation and growth. We are currently looking for talent such as:

SUPPORT ANALYST (HELP DESK)

Location: Zedec Santa Fé, Álvaro Obregón CDMX Contract type: Hiring through Kelly Schedule: Monday to Thursday from 9 am to 6:30 pm and Friday 9 am to 3 pm Work system: Hybrid

Responsibilities

• Management and follow-up of incidents through ticketing systems.
• User attention and support through different communication channels (telephone, email, chat, and help desk).
• Diagnosis, analysis, and resolution of technical problems related to software, hardware, and computing equipment.
• Configuration, installation, and updating of applications and technological devices.
• Escalation and coordination of complex incidents with specialized regional and global teams until resolution.
• Monitoring ticket status to ensure compliance with response and solution times.
• Documentation of incidents, solutions, and procedures for the generation and maintenance of knowledge bases.
• Continuous follow-up with users to ensure correct problem resolution and service satisfaction.

Requirements

• Bachelor's/Engineering in systems, computing, or related field (Higher Technician, Completed)
• Minimum 2 years of experience
• Microsoft Office 365 -Power Bi Pro
• Understanding and attitude to learn Artificial Intelligence Apps
• Preventive and corrective support of computing equipment and telecommunications, repair and replacement of parts
• Handling of incident reporting tools
• English minimum 70% (conversational)
• Basic knowledge of telecommunications
• Knowledge of ITIL procedures (Service Delivery Processes)
• Experience in ticketing systems

We Offer

• Gross monthly salary $19,000
• Statutory benefits from day one
• Life insurance $1,100 in monthly Grocery Vouchers
• VRIM medical assistance membership

Ready to take the next step in your career? Join Kelly and discover what you can achieve.

-Requirements-

• Minimum education: Higher education - Bachelor's degree
• 2 years of experience
• Languages: English
• Knowledge: Analytical capacity, Help desk, Follow-up, Operating systems, Support, User support, Technical support, Management responsibility

Keywords:

apoyo, support, soporte, tecnologo, tecnico, tech, technician, technology, tecnologia, technologist, help, auxilio