Help Desk Support Specialist (Mexico)

TL;DR

Help Desk Support Specialist (Mexico): First point of contact for resolving technical issues, managing user access, hardware/software setup, and employee onboarding with an accent on Tier 1 support tickets, documentation maintenance, and operational efficiency. Focus on achieving performance objectives like SLA compliance, process improvements, and user satisfaction in a fast-paced remote environment.

Location: Remote-first role based in Mexico.

Company

Disrupting workforce development industry with AI-powered marketplace of 50,000+ skills courses, assessments, and personalized learning for 2,000+ enterprises including Global 2000.

What you will do

• Resolve Tier 1 IT support tickets for hardware, software, login issues, and user access using ticketing system and documentation.
• Handle employee onboarding/offboarding, workstation setup, and account provisioning.
• Maintain and update knowledge base articles to reduce repeat requests.
• Lead onboarding sessions, peer training, and contribute to IT process improvements.
• Escalate issues to Systems Engineering when needed and ensure SLA adherence.
• Provide clear communication to non-technical users for high satisfaction.

Requirements

• Must be based in Mexico for this remote-first role.
• Proficiency with IT support tools, ticketing systems, and workflows.
• Strong communication skills and ownership to resolve issues end-to-end.
• Experience supporting non-technical users in remote environments.
• Track record of delivering results with specific past examples.
• Familiarity with tech stack: OKTA, Google Workspace, Jira, Confluence, Zoom, Microsoft Intune, JAMF, Password Manager.

Culture & Benefits

• Collaborative IT team focused on responsiveness, reliability, and continuous improvement of employee tech experience.
• Remote-first environment supporting productive day-to-day operations.
• Performance-driven culture prioritizing self-starters with competitive, fair compensation based on skills and results.
• Emphasis on pay transparency, equity, and regular compensation reviews.

Hiring process

• Highly selective based on specific examples from past experiences rather than typical requirements.
• Performance-based objectives outlined for 30-180 days to demonstrate proficiency and autonomy.