Bilingual IT Service Desk Agent

Role overview Bilingual IT Service Desk Agent providing frontline technical support to end users across phones, email, and in-person channels. The position blends ticket handling, hands-on hardware work, and proactive system monitoring, with bilingual communication a core requirement. It is a seasonal, on-site contract role based in Mexico City or State of Mexico.

Responsibilities - Log, track, and resolve incoming service requests via phone, email, and voicemail using a Jira-based help desk platform. - Diagnose Windows hardware and software issues on desktops and laptops, including component replacement and routine maintenance. - Follow defined troubleshooting scripts, escalating complex incidents to Level 2 or Level 3 support when appropriate. - Monitor system and network health, flagging potential problems before they affect end users. - Assist with onboarding and offboarding tasks such as account provisioning, software setup, and hardware return. - Contribute to the internal knowledge base and participate in team meetings to surface recurring issues and process improvements.

Requirements - Strong working knowledge of Windows desktop operating systems and common applications, browsers, email clients, and security or antivirus tools. - Excellent verbal and written communication skills, with the ability to explain technical issues to non-technical users in a second language. - Solid analytical and problem-solving abilities combined with a customer-first attitude. - Demonstrated reliability, including 98% or higher attendance and adherence to assigned shifts. - Willingness to travel within the city and to work weekends or after-hours when business needs demand. - Clean disciplinary record with no written warnings.

Nice to have - Prior help desk or IT support experience. - Familiarity with Jira Service Desk or comparable ticketing systems.

Benefits and work setup - Six-month seasonal agreement for peak season. - Monthly gross salary of 17,000 MXN plus statutory termination benefits. - Statutory benefits from day one, 100% employer-paid training, and full equipment provided. - On-site in CDMX or State of Mexico; ten-hour shifts within an 8 am to 8 pm window, with one-hour lunch and two fifteen-minute breaks, and Friday-Saturday off. - Wellness perk via Total Pass.