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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong technical support capabilities with proficiency in Windows OS and Microsoft Office, alongside a commitment to exceptional customer service and effective problem-solving. Familiarity with ITIL frameworks and a proactive approach to ongoing learning and certification are essential.
Highest-signal resume keywords
Technical Support ExperienceWindows OS ProficiencyMicrosoft Office Suite ProficiencyCustomer Service SkillsHDI Support Center Analyst Certification
About the role
Key responsibilities & impact- Be the first point of contact for technical support via phone, email, and chat
- Troubleshoot and resolve issues with desktops, laptops, printers, mobile devices, software, and networks
- Log all interactions in the ticketing system and escalate when needed
- Ensure timely and accurate resolution of issues while delivering exceptional customer service
- Follow up with users to confirm satisfaction
- Pursue training, certifications, and ongoing learning
- Participate in special projects that enhance service delivery
- Work 1st shift Monday through Friday; schedule subject to change based on operational need
Requirements
What you’ll need- High school diploma or equivalent required
- Associate or bachelor’s degree in computer science or related field preferred
- Professional certifications (or working toward): HDI Support Center Analyst (HDI-SCA), ITIL Foundation, Microsoft 365 Certified: Fundamentals
- 1–2 years in a technical support role, preferably in a service desk environment
- Strong customer service skills with the ability to explain technical solutions clearly
- Proficiency in Windows OS, Microsoft Office suite, and basic network troubleshooting
- Familiarity with ITIL or similar service frameworks a plus
- Ability to work independently and collaboratively
- Excellent problem-solving and multitasking skills
- English proficiency (speaking, reading and writing) required
- Must be located in Mexico
Benefits
Comp & perks- Savings / Monthly 13% cap
- Pantry Vouchers 9% deposited every month
- Christmas Bonus: 25 days of your daily income
- Vacations - 12 days after the first year
- Anniversary Bonus - 10 days of base salary
- Vacation Premium – 40% first year
- Major Medical Insurance covers you and your immediate family
- Life Insurance
- Quarterly Bonus
- Marriage or Bereavement Time off
- Maternity/Paternity Time off
- Ergonomic Chair
- 250 pesos monthly stipend for internet and electricity
- Certifications and career paths
- Ongoing development
- Training and certifications
- Special projects that enhance service delivery
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical SupportNetwork TroubleshootingTicketing System ManagementDesktop SupportLaptop SupportPrinter SupportMobile Device SupportSoftware TroubleshootingITIL FamiliarityMultitasking
Soft Skills
Problem-SolvingCommunication SkillsCollaborationIndependenceCustomer Satisfaction Follow-Up
Certifications & Qualifications
HDI Support Center Analyst (HDI-SCA)ITIL FoundationMicrosoft 365 Certified: Fundamentals
Industry Keywords
Service Desk EnvironmentTechnical Support RoleCustomer ServiceOngoing LearningFirst Point of Contact