Service Desk Level II Analyst
Remote (Mexico)Full-TimeMiddle
SalaryAt least 23,000 MXN per month
Apply NowOpens the employer's application page
Job Details
- Experience
- 2–4 years of experience in technical support, with at least 1 year in a service desk environment
- Required Skills
- Analytical SkillsProblem SolvingMicrosoft OfficeTechnical support
Requirements
- Associate or bachelor’s degree in computer science or related field preferred
- Relevant certifications (or pursuing): HDI Support Center Analyst (HDI‑SCA), ITIL Foundation, Microsoft 365 Certified: Fundamentals, Microsoft 365 Certified: Endpoint Administrator Associate
- 2–4 years of experience in technical support, with at least 1 year in a service desk environment
- Strong customer service and communication skills, able to explain technical concepts clearly
- Proficiency with Microsoft Office, Windows operating systems, and advanced network troubleshooting
- Experience working with NICE, VoIP or similar phone systems
- Basic experience working with Meraki
- Familiarity with ITIL or similar service management frameworks is a plus
- Ability to work independently and collaboratively to deliver exceptional service
- Excellent problem‑solving and analytical skills
- Ability to manage multiple tasks simultaneously and prioritize effectively
- Experience with remote support tools and technologies
Responsibilities
- Provide second‑level support for technical issues involving desktops, laptops, printers, mobile devices, software, and networks
- Troubleshoot and resolve complex incidents, escalating when appropriate
- Identify and resolve underlying problems affecting IT systems and services
- Mentor and guide Level 1 analysts, assisting with incident resolution and skill development
- Ensure timely and accurate resolution of all technical issues
- Conduct follow‑up with customers or employees to support satisfaction and continuity
- Continue building your technical skill set through training, certification, and self‑directed learning
- Participate in special projects that enhance service delivery and IT operations
View Full Description & ApplyYou'll be redirected to the employer's site
