Offer summary

Qualifications:

Advanced English skills, both oral and written., 1-2 years of experience in a technical support role, preferably in a service desk environment., Strong customer service skills with the ability to communicate technical information to non-technical users., Proficiency with Microsoft Office, Windows operating systems, and basic network troubleshooting..

Key responsabilities:

Provide technical support to customers or employees needing assistance with IT-related issues.

Respond to incoming phone calls, emails, and chat messages, logging all interactions in the ticketing system.

Resolve first-level technical issues and escalate more complex problems to appropriate teams.

Conduct follow-up activities to ensure customer satisfaction with the service provided.

Job description

At DYOPATH, we believe that work should be more than just a job – it should be a passion. As a dynamic, forward-thinking Managed Service Provider (MSP), we are dedicated to empowering organizations with reliable and innovative IT solutions. Guided by our core values of accountability, excellence, and exceptional customer service, we cultivate a culture of creativity, passion, and bold communication. Our team is driven by a shared commitment to sustainability and delivering meaningful results that help our clients thrive.

We are hiring a remote Service Desk Level 1 Analyst in the Monterrey, MX!

WE ARE HOLDING OPEN INTERVIEWS onsite every Wednesday! Come speak with the hiring manager between 9am - 11am CST to learn more about this position. Our address is Ave Alfonso Reyes 2615 int 801, Del Paseo Residencial, Monterrey, Nuevo Leon, 64920. No appointment necessary - just walk in!

Why DYOPATH? We’ve been recognized as a Great Place to Work for four years running – and that’s no coincidence! We’re all about collaboration, creativity, and, most importantly, making sure our team feels valued every single day.

We are a people-first company, and we’re eager to welcome a new team member ready to contribute their enthusiasm and tech skills to the mix. Ready to join us? Read on!

As the Service Desk Level 1 Analyst, you will provide technical support to customers or employees needing assistance with IT-related issues or problems. You will be responsible for answering phone calls, emails, and chat messages and addressing technical issues promptly and professionally. You will work closely with other IT staff to escalate and resolve problems that cannot be resolved at the first level.

What is the location, shift, and pay?

Location: remote in Monterrey, MX area
Shift: 3:00am - 12:00pm, Monday - Friday
Pay: 17,000 pesos monthly (before taxes)

Essential Functions

Respond to incoming phone calls, emails, and chat messages from customers or employees seeking technical support.
Log all service desk interactions in the ticketing system and escalate issues to the appropriate team or individual.
Provide first-level support for technical issues and incidents, including desktop, laptop, printer, mobile device, software, and network problems.
Resolve technical issues when possible and escalate to appropriate support teams when necessary.
Ensure timely and accurate resolution of all service desk issues.
Conduct follow-up activities with customers or employees to ensure satisfaction with the service provided.
Continuously improve technical skills and knowledge through training, certification, and self-directed learning.
Participate in special projects as assigned.

Qualifications and Requirements:

Advanced English Skills - oral and written
1-2 years of experience in a technical support role, preferably in a service desk environment
Strong customer service skills, with the ability to communicate technical information to non-technical users.
Proficiency with Microsoft Office, Windows operating systems, and basic network troubleshooting
Knowledge of ITIL or similar service management frameworks a plus
Ability to work independently and as part of a team, focusing on delivering exceptional customer service.
Excellent problem-solving and analytical skills
Ability to manage multiple tasks simultaneously and prioritize workload effectively.

Our comprehensive benefits package:

Savings / Monthly 13% cap
Pantry Vouchers 9% deposited every month
Christmas Bonus: 25 days of your daily income
Vacations - 12 days after the first year
Anniversary Bonus - 10 days of base salary
Vacation Premium – 40% first year
Major Medical Insurance covers you and your immediate family
Life Insurance
Quarterly Bonus
Marriage or Bereavement Time off
Maternity/Paternity Time off

Join Our Team!

If you are ready to take your career to the next level and contribute to a team that values both purpose and success, we want to hear from you! Apply today to be part of DYOPATH, where your skills and passion can make a difference.

Equal Opportunity Employer

DYOPATH is committed to a work environment free of all forms of discrimination. DYOPATH recruits and hires without regard to age, color, disability, gender, gender identity, genetic information, marital status, military status, national origin, race, religion, sexual orientation, veteran status, or any other legally protected characteristic. For more information about DYOPATH, please visit our website at www.dyopath.com. The above information has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of the employee assigned to this job.

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