Service Desk Level 1 Analyst (Mexico)

Location: Remote, Mexico only. First-shift schedule is Monday through Friday, 3:00 a.m. to 12:00 noon, with flexibility to cover other shifts based on operational needs.

Pay rate: 17,000 MXN per month.

Company

hirify.global provides IT service and technical support in a collaborative, development-focused environment.

What you will do

• Respond to technical support requests through phone, email, and chat.
• Record all service desk interactions in the ticketing system.
• Provide first-level support for desktop and laptop computers, printers, mobile devices, software, and basic network issues.
• Resolve incidents when possible and escalate issues when necessary.
• Follow up with customers and employees to confirm satisfaction and timely resolution.
• Participate in training, certifications, self-directed learning, and assigned special projects.

Requirements

• Applicants must be located in Mexico.
• High school diploma or equivalent.
• 1–2 years of experience in technical support, preferably in a service desk environment.
• English proficiency in speaking, reading, and writing is required.
• Proficiency with Microsoft Office, Windows operating systems, and basic network troubleshooting.
• Strong customer service, problem-solving, analytical, prioritization, and teamwork skills.

Nice to have

• Associate or bachelor’s degree in computer science or a related field.
• HDI Support Center Analyst, ITIL Foundation, Microsoft 365 Fundamentals, or CompTIA A+ certification, or active pursuit of these certifications.
• Knowledge of ITIL or similar frameworks.

Culture & Benefits

• Professional development through certifications, training, and career paths.
• Collaborative and respectful work environment with recognition for achievements.
• Major medical insurance for the employee and immediate family, plus life insurance.
• Monthly savings contribution, pantry vouchers, quarterly bonus, anniversary bonus, and Christmas bonus.
• Vacation time, vacation premium, marriage or bereavement leave, and maternity or paternity leave.
• Ergonomic chair and a monthly 250-peso internet and electricity stipend.