Service Desk Analyst – Level 1 Bilingual Voice & Chat Support

Location: MEX - DIF - Mexico City, Mexico; in-person collaboration is prioritized.

Company

hirify.global helps global companies operate and modernize mission-critical systems, data architectures, and security across public, private, and hybrid clouds.

What you will do

• Provide Level 1 technical support in Spanish and English through voice, chat, and email.
• Receive, classify, diagnose, troubleshoot, document, and resolve incidents and service requests in an ITSM or ticketing platform.
• Support Windows environments, Microsoft Outlook, web browsers, desktops, laptops, peripherals, printers, and common end-user applications.
• Use remote access tools to troubleshoot VPN, Internet, Wi-Fi, IP addressing, DNS, and basic network connectivity issues.
• Escalate incidents requiring specialized support, keep users informed, and collaborate with other IT support teams.
• Follow service desk procedures, service levels, quality standards, knowledge documentation, and security policies while protecting confidential information.

Requirements

• Completed or in-progress technical or bachelor’s degree or undergraduate studies in Information Technology, Computer Science, Systems, Engineering, or a related field.
• At least 1 year of user-support experience through phone, chat, and/or email in a Service Desk, Help Desk, IT Support, Technical Support, or similar customer-facing technical environment.
• Advanced Spanish and English proficiency is mandatory, with strong verbal and written communication skills.
• Customer-service mindset, empathy, professionalism, problem-solving ability, and the ability to explain technical information clearly to end users.
• Basic knowledge of current Windows operating systems, desktop environments, Microsoft Outlook, Google Chrome, Microsoft Edge, email troubleshooting, hardware, peripherals, printers, and authorized applications.
• Familiarity with ITSM or ticketing platforms such as ServiceNow, Remedy, Zendesk, Jira, or similar tools.
• Basic knowledge of remote support and remote access tools such as LogMeIn, AnyDesk, Remote Desktop Manager, or similar solutions.
• Basic understanding of VPN, Wi-Fi, IP addresses, DNS, Internet access, and network connectivity, plus accurate incident documentation and escalation skills.
• Ability to manage multiple user interactions in a fast-paced environment, maintain confidentiality and security, and work flexible or rotating schedules according to operational requirements.

Nice to have

• Familiarity with ITIL Incident and Request Management concepts.
• ITIL Foundation, CompTIA A+, Microsoft Fundamentals, or similar certifications.
• Previous multi-channel technical support and remote desktop or laptop support experience.
• Familiarity with Microsoft 365, common end-user applications, or legacy environments requiring Internet Explorer support.
• Availability for flexible or rotating schedules, including weekends and holidays, when required; strong attention to detail and a continuous improvement mindset.

Culture & Benefits

• Inclusive environment focused on learning, corporate responsibility, strong connections, and community.
• Health, dental, and vision coverage, wellness programs, retirement savings plans, and paid holidays.
• Work model prioritizes in-person collaboration while offering flexibility for well-being, productivity, individual work styles, and life circumstances.