IT Service Desk Specialist (AI)

TL;DR

IT Service Desk Specialist (AI): Delivering global technical support and managing an AI-enabled support ecosystem with an accent on automation, endpoint management, and virtual agent optimization. Focus on resolving complex hardware/software issues and improving employee experience through AI-driven service models.

Location: Remote (Mexico)

Company

hirify.global is an AI-powered experience orchestration platform that helps organizations deliver personalized customer service and improve operational efficiency.

What you will do

• Provide 24/7 global technical support via phone, chat, and digital portals to ensure a seamless user experience.
• Diagnose and resolve hardware, software, network, and access issues across Windows, macOS, iOS, and Android platforms.
• Optimize AI-powered virtual agents and refine AI-generated responses to ensure accuracy and user satisfaction.
• Manage incidents and service requests using ServiceNow while maintaining strict adherence to SLAs and KPIs.
• Administer user accounts via Azure Active Directory and manage endpoints using Intune, Windows Autopilot, or JAMF Pro.
• Identify and implement automation opportunities to streamline repetitive support tasks and improve scalability.

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, and mobile operating systems (iOS/Android).
• Experience with ServiceNow, Azure Active Directory, and endpoint management tools (Intune/JAMF).
• Solid understanding of networking fundamentals including TCP/IP, DNS, DHCP, and VPN connectivity.
• English: Excellent written and verbal communication skills required.
• Ability to work rotational shifts, including nights, weekends, and holidays.

Nice to have

• ITIL Foundation certification.
• Exposure to AIOps, prompt engineering, or AI-assisted troubleshooting tools.
• Familiarity with cloud platforms such as AWS, Azure, or GCP.
• Basic scripting skills using PowerShell or Bash.

Culture & Benefits

• Flexible-first culture within a global team of nearly 7,000 employees.
• Opportunity to build future-ready skills through mentorship and AI-focused learning programs.
• Paid volunteer time and "August Free Fridays" for recharging.
• Comprehensive well-being resources and regionally tailored programs for employees and families.

Hiring process

• Application review by the Talent Acquisition and hiring teams.
• Initial Zoom interview with a Talent Acquisition Partner.
• Interviews with the hiring manager and team members (typically no more than five interviews total).