Helpdesk Analyst – Full Time

Location: Guadalajara, Jalisco, Mexico.

About the Role

Provide general Level 1 support for hardware and Microsoft Office packages, advance technical support for in‑house applications and development, answer technical support calls with escalation procedures, provide email and request support, document troubleshooting steps and detailed description of customer incidents, and apply diagnostic techniques to identify problems, investigate causes and recommend solutions.

Responsibilities

• General L1 support for hardware and MS Office packages
• Advance technical support for in‑house applications and development
• Answer technical support calls providing and escalating to other support groups
• Provide support based on email generated requests or reports
• Document troubleshooting steps and detailed description of the customer incidents and requests
• Apply diagnostic...