IT Support Level 1 & 2 (Location: Mexico)

Santex is a US-based global company founded in 1999, with 25 years of experience in the software industry. Headquartered in California with offices in Córdoba, Argentina, its talent network spans over 18 countries thanks to its flexible, remote-first culture. Santex specializes in custom enterprise software development, operating through Hubs that include eCommerce, BIM, Mobility, Content Delivery, Integration, Web & Mobile Development, Cloud Computing, Artificial Intelligence (AI), Data Science, IT Consulting, and Services. The company is committed to making a positive impact across three dimensions: economic, social, and environmental.

Job Description: We are looking for an IT Support Technician (Level 1 & 2) to join our team in a fully remote position based in Mexico. This role serves as the first line of defense, providing technical support for a variety of user issues. The focus will be on basic troubleshooting tasks such as password resets, printer issues, and general software/hardware support within a Windows environment.

You will support 13 different clients, handling a broad range of technical requests. The work schedule is Monday through Friday, from 7:30 a.m. to 4:30 p.m. CST. This is a dedicated role, meaning you must be available full-time and cannot work for other clients or projects simultaneously. The contract is expected to be long-term.

Key Responsibilites: 

• Respond to technical assistance requests via phone, email, or helpdesk ticketing systems.
• Diagnose and resolve hardware/software issues with a 90% first-touch resolution goal.
• Follow standard help desk procedures and best practices to resolve user issues.
• Document all interactions, troubleshooting steps, and resolutions in the ticketing system.
• Escalate complex issues to higher-level teams per the established escalation matrix.
• Install, configure, and support approved software based on client guidelines.
• Maintain clear and timely communication with users during the support process.
• Stay up-to-date with system changes, software updates, and escalation processes.

Required Qualifications: 

• High school diploma or equivalent (A+ certification is a plus).
• At least 6 months of experience with Active Directory (e.g., password resets, account unlocks).
• Basic knowledge of desktop and mobile technologies: Windows, iOS, Android, etc.
• Experience supporting office tools such as Microsoft Office.
• Basic troubleshooting skills related to printers, software, and connectivity.
• Ability to follow processes and accurately document technical issues.
• Strong interpersonal skills and a customer service-oriented mindset.
• Ability to work independently and prioritize tasks effectively in a remote environment.
• Advanced English proficiency (written and verbal) is required.
• Strong communication and problem-solving skills.

Nice to Have: 

• Multilingual communication skills.
• Previous experience with ticketing systems (e.g., Zendesk, ServiceNow, Jira).
• Familiarity with distributed work environments or global support teams.