Help Desk Specialist

We offer the following benefits:
100% payroll scheme20 days - Christmas bonus12 days of vacation on the first year8% (cap) saving fund11% (cap) of food couponsEmployer-paid medical, dental, vision, and life insurance; medical insurance for employees, Gym bonus supportEducation reimbursement (Up to MXN 54,000 per year)30% vacation bonus10 days paternity leaveWork at Home Bonus for office equipment 1-time MXN 5,000

The Level 1 Remote Service Desk IT Support Technician provides first-line technical assistance for incidents and catalog tasks submitted through ServiceNow. This role supports both day-to-day troubleshooting (e.g., software, access, endpoint issues) and fulfillment requests (e.g., license assignments and access group management)Working remotely, the technician leverages TeamViewer and Intune to deliver responsive, customer-focused support while maintaining documentation and compliance in a regulated biotech environment.

🔧 Key ResponsibilitiesIncident Response (ServiceNow Incidents):Monitor, triage, and resolve incoming ServiceNow incidents related to:Software installations/uninstallsLicensing and access issues for enterprise systemsEndpoint troubleshooting, security agents, and configuration fixes (including Microsoft and registry / system updates)Backup issues and antivirus installationsiPhone/iPad/laptop provisioning and replacementPeripheral requests (chargers, jetpacks, headphones, etc.)Remotely connect to user devices via TeamViewer for problem resolution and software configuration.Coordinate with shipping teams and warehouses to fulfill hardware requestsMaintain detailed documentation in ServiceNow and escalate complex incidents to Tier 2 or System Admins – 50% FCR (First Call Resolution)