IT Service Desk Specialist (AI)

TL;DR

IT Service Desk Specialist (AI): Delivering global technical support for employees using a modern, AI-enabled ecosystem with an accent on endpoint management and incident resolution. Focus on optimizing support efficiency through AI-powered virtual agents, automation tools, and digital-first service models.

Location: Remote within Mexico

Company

hirify.global is an AI-powered Experience Orchestration platform that connects people, systems, data, and AI to improve customer and employee experiences.

What you will do

• Provide 24/7 global technical support via phone, live chat, and self-service portals.
• Diagnose and resolve hardware, software, and network issues across Windows, macOS, iOS, and Android.
• Leverage and refine AI-powered virtual agents and automation tools to accelerate issue resolution.
• Manage incidents and service requests using ServiceNow, ensuring strict SLA and KPI adherence.
• Administer user accounts and access management via Azure Active Directory and Active Directory.
• Maintain and enhance the knowledge base to improve self-service and AI-assisted support.

Requirements

• Technical diploma in IT, Computer Science, or a related field.
• 2 to 4 years of experience in IT support, service desk, or helpdesk environments.
• Proficiency with Windows, macOS, iOS, Android, and Microsoft 365 applications.
• Experience with ServiceNow, Azure AD, and endpoint management tools such as Intune, Autopilot, or JAMF Pro.
• Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN).
• Excellent English communication skills and ability to work rotational shifts including nights, weekends, and holidays.

Nice to have

• ITIL Foundation certification.
• Exposure to AIOps, cloud platforms (AWS, Azure, GCP), or prompt engineering.
• Basic scripting skills using PowerShell or Bash.

Culture & Benefits

• High level of independence to take ownership of work and make a significant impact.
• Collaborative global environment with a team of over 6,000 employees.
• Corporate benefits and perks typical of large tech companies.
• Opportunities for technical growth through exposure to global operations and emerging AI capabilities.