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Bilingual IT Service Desk Agent

CSC Generation· IT
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RemoteMXN 17k/moSeasonal - Full TimePosted 1w ago

About the role

IT Service Desk Agent providing technical support to end-users, handling ticketing, troubleshooting, and remote/on-site assistance for a remote-based position in Mexico.

Responsibilities

  • Ticket Management: Continuously monitor and create service desk tickets from incoming phone calls, emails, and voicemails, ensuring all issues are logged, tracked, and resolved in a timely manner.
  • Issue Documentation: Use Jira Help Desk software to log, document, and manage all service requests and incidents, ensuring accurate record-keeping and reporting.
  • Troubleshooting and Escalation: Follow predefined scripts and troubleshooting protocols to resolve issues and escalate complex incidents to IT Level 2 or Level 3 support teams when necessary.
  • End-User Support: Provide effective, one-on-one support to end-users, both over the phone and in person, ensuring clear communication and customer satisfaction.
  • System Monitoring: Regularly monitor IT systems and network performance, identifying potential issues before they impact end-users.
  • Hardware Support: Perform routine maintenance, troubleshooting, and repair on desktop and laptop hardware. This includes diagnosing and replacing faulty components.
  • Software Installation and Updates: Assist with the installation, configuration, and updating of software applications, ensuring all systems are up to date and secure.
  • Team Collaboration: Actively participate in team meetings, providing feedback on recurring issues and assisting with the development of process improvements.
  • Documentation and Knowledge Base Management: Contribute to creating and updating internal knowledge base articles and documentation for both users and support staff.
  • Customer Service: Demonstrate a strong focus on customer service by responding to user inquiries promptly, clearly, and professionally, while ensuring a positive user experience.
  • Onboarding/Offboarding Support: Assist with IT-related onboarding and offboarding processes for new and departing employees, including system access, software provisioning, and hardware setup or return.
  • Remote and On-Site Support: Provide both remote and on-site technical support, demonstrating flexibility to meet the diverse needs of the organization.
  • Continuous Learning: Stay updated on the latest technology trends, best practices, and security protocols to provide top-notch support and contribute to the overall success of the IT department.

Qualifications

  • Technical Knowledge: Strong understanding of desktop operating systems (Windows), including troubleshooting and support for both hardware and software issues.
  • Web & Application Proficiency: Familiarity with common browsers (e.g., Internet Explorer, Firefox, Chrome), email clients (e.g., Outlook), and essential applications, including security tools and anti-virus programs.
  • Communication Skills: Excellent verbal and written communication skills, with the ability to effectively articulate technical information to non-technical users.
  • Problem-Solving: Strong analytical and diagnostic skills with the ability to think critically and resolve issues efficiently.
  • Customer Service Focus: A commitment to providing exceptional customer service, ensuring user satisfaction, and demonstrating patience and professionalism in all interactions.
  • Teamwork: Ability to work collaboratively in a team environment, sharing knowledge and assisting colleagues as needed.
  • Attendance & Reliability: A reliable track record of high attendance (98% or more) and adherence to shift schedules.
  • Flexibility: Willingness to travel within the city and work on weekends or after hours when required to support business needs.
  • Disciplinary Record: Must have a clean disciplinary record with no written warnings.
  • Experience (Optional): Previous experience in a help desk or IT support role, with a demonstrated ability to resolve technical issues efficiently; Experience with Jira Help Desk or other ticketing systems.

Skills

Required:Ticket managementJira Help DeskDesktop troubleshootingCommunicationCustomer service

Benefits

  • Seasonal agreement for peak season (6 months)
  • Full-time $17,000 MXN monthly gross salary + Termination bonus
  • Law benefits since day one
  • Onsite
  • Full equipment provided
  • 100% paid training
  • Schedule window (8 am - 8 pm)
  • 10-hour shift (8 am - 6 pm / 9 am - 7 pm / 10 am - 8 pm)
  • 1 hour Lunch - 2 breaks of 15 minutes each
  • Two days off (Fri-Sat)
  • Total Pass
Last updated Oct 21, 2026. Interested? Apply on the company site.
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About CSC Generation

AI Native Retail Future: Commerce AGI

CSC Generation is the AI-native retail holding company. We modernize iconic brands with data, automation and our Genesis platform to build the future of Commerce AGI.

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