Tier II Help Desk - MX
Guadalajara, Puerto Vallarta, Mexico
Job Type
Full Time






The Tier II Help Desk Technician will be acting as a point of escalation for our high volume services Tier I team as well as provide both over the phone and in person support of Windows 7 and 10 in a virtual desktop environment, The position also provides technical support installing and configuring IT hardware (such as PCs, laptops, printers, and mobile devices) and software programs (such as Microsoft Office 365 applications). The Tier II Service Desk Technician performs routine to moderately complex troubleshooting of hardware and software systems and assists with inventory control.

We offer

Monthly gross salary of $22,000 MXN

Salary increase to $24,000 MXN after 6 months

Performance bonus

2 days off

100% paid training



  • Responds to tickets escalated from Tier I

  • Creates, monitors, tracks, schedules, updates and closes tickets within ServiceNow in a timely manner

  • Provide friendly, professional support via phone, email and on-site.

  • Independently resolve most issues with Windows 7, 10, and network printers, software and hardware break/fix

  • Work with the Office 365 admin portal to resolve user issues (password resets, new user creation, license assignment, software installation etc.)

  • Collaborate with vendors to resolve issues as necessary

  • Diagnoses and troubleshoots end user desktop application issues and provides appropriate solution


  • 2+ years of experience in an IT Help Desk role

  • Experience in Office 365 and Active Directory Services

  • Working knowledge of Windows 7 and 10 and Microsoft Office suite

  • Basic understanding of Networking

  • Remote access technologies (VPN terminal services, published apps etc.)

  • Preferred experience working with ServiceNow, Salesforce, and VMware

  • Ability to assist others with complex issues in a professional manner

  • Ability to manage and prioritize incidents, requests, and tasks

  • Strong problem analysis and problem-solving skills

  • Excellent written and verbal communication skills

  • Resourceful, well organized, highly dependable, efficient and detail oriented