Service Desk Level 1 Analyst (Mexico)

Location: Remote, Mexico only

Pay rate: 17,000 MXN per month

Company

hirify.global provides IT services and support focused on helping users stay productive and resolving technical challenges.

What you will do

• Provide first-line technical support by phone, email, and chat.
• Troubleshoot desktops, laptops, printers, mobile devices, software, and networks.
• Record user interactions and resolutions in the ticketing system.
• Escalate issues when necessary and follow up to confirm user satisfaction.
• Participate in training, certification activities, and special projects that improve service delivery.

Requirements

• High school diploma or equivalent required.
• 1–2 years of experience in technical support, preferably in a service desk environment.
• Proficiency with Windows OS, Microsoft Office, and basic network troubleshooting.
• Strong customer service, problem-solving, multitasking, and communication skills.
• Ability to work independently and collaboratively.

Nice to have

• Associate or bachelor's degree in computer science or a related field.
• HDI Support Center Analyst, ITIL Foundation, or Microsoft 365 Fundamentals certification, or progress toward certification.
• Familiarity with ITIL or similar service frameworks.

Culture & Benefits

• Development support through certifications, career paths, and ongoing learning.
• Collaborative, respectful, and upbeat working environment.
• Medical insurance for the employee and immediate family, plus life insurance.
• Vacation, vacation premium, maternity/paternity, marriage, and bereavement leave benefits.
• Monthly internet and electricity stipend, ergonomic chair, savings contribution, pantry vouchers, and bonus programs.