Bilingual IT Service Desk Agent

CSC Generation

. Monitor and create service desk tickets from phone calls, emails, and voicemails .

Posted 10/7/2026full-timeMexico City • MexicoMid-LevelSenior💰 MX$17,000 per monthWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in desktop operating systems, particularly Windows, along with strong troubleshooting and support capabilities for hardware and software issues. Provides exceptional customer service and effective communication while managing service requests and incidents using Jira Help Desk.

Highest-signal resume keywords

Desktop Operating Systems SupportJira Help Desk ExperienceTroubleshooting SkillsCustomer Service CommitmentAnalytical Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingHardware RepairSoftware InstallationNetwork Performance MonitoringService Desk Ticket Management

Soft Skills

Verbal CommunicationWritten CommunicationTeam CollaborationCustomer Service Orientation

Tools & Technologies

Jira Help DeskWindows Operating SystemOutlookAnti-Virus Programs

Industry Keywords

IT SupportService DeskIncident ManagementKnowledge Base Documentation

About the role

Key responsibilities & impact

Monitor and create service desk tickets from phone calls, emails, and voicemails
Log, document, and manage service requests and incidents using Jira Help Desk
Follow troubleshooting protocols and escalate complex incidents to Level 2 or Level 3 support
Provide one-on-one end-user support over the phone and in person
Monitor IT systems and network performance
Maintain, troubleshoot, and repair desktop and laptop hardware
Install, configure, and update software applications
Participate in team meetings and contribute to process improvements
Create and update internal knowledge base articles and documentation
Respond to user inquiries promptly and professionally
Support employee onboarding and offboarding, including access, software provisioning, and hardware setup or return
Provide remote and on-site technical support
Stay current on technology trends, best practices, and security protocols

Requirements

What you’ll need

Strong understanding of desktop operating systems (Windows), including troubleshooting and support for hardware and software issues
Familiarity with common browsers, email clients such as Outlook, essential applications, security tools, and anti-virus programs
Excellent verbal and written communication skills
Strong analytical and diagnostic skills
Commitment to exceptional customer service
Ability to work collaboratively in a team environment
Reliable track record of high attendance (98% or more) and adherence to shift schedules
Willingness to travel within the city and work weekends or after hours when required
Clean disciplinary record with no written warnings
Previous help desk or IT support experience is optional
Experience with Jira Help Desk or other ticketing systems is optional

Benefits

Comp & perks

SEASONAL agreement for peak season (6 months)
Termination bonus
Law benefits since day one
Full equipment provided
100% paid training
1 hour lunch and 2 breaks of 15 minutes each
Two days off (Fri-Sat)
Total Pass