Help Desk Specialist

We offer the following benefits:

• 100% payroll scheme
• 20 days - Christmas bonus
• 12 days of vacation on the first year
• 8% (cap) saving fund
• 11% (cap) of food coupons
• Employer-paid medical, dental, vision, and life insurance; medical insurance for employees, Gym bonus support
• Education reimbursement (Up to MXN 54,000 per year)
• 30% vacation bonus
• 10 days paternity leave
• Work at Home Bonus for office equipment 1-time MXN 5,000

The Level 1 Remote Service Desk IT Support Technician provides first-line technical assistance for incidents and catalog tasks submitted through ServiceNow. This role supports both day-to-day troubleshooting (e.g., software, access, endpoint issues) and fulfillment requests (e.g., license assignments and access group management)

Working remotely, the technician leverages TeamViewer and Intune to deliver responsive, customer-focused support while maintaining documentation and compliance in a regulated biotech environment.

🔧 Key Responsibilities

Incident Response (ServiceNow Incidents):

• Monitor, triage, and resolve incoming ServiceNow incidents related to:
• Software installations/uninstalls
• Licensing and access issues for enterprise systems
• Endpoint troubleshooting, security agents, and configuration fixes (including Microsoft and registry / system updates)
• Backup issues and antivirus installations
• iPhone/iPad/laptop provisioning and replacement
• Peripheral requests (chargers, jetpacks, headphones, etc.)
• Remotely connect to user devices via TeamViewer for problem resolution and software configuration.
• Coordinate with shipping teams and warehouses to fulfill hardware requests
• Maintain detailed documentation in ServiceNow and escalate complex incidents to Tier 2 or System Admins – 50% FCR (First Call Resolution)