Bilingual IT Help Desk Analyst Jr - Service Desk Tier 1

[ATTENTION: MANDATORY CORPORATE REQUIREMENTS - READ BEFORE APPLYING]

This is an Enterprise IT Support role. We do NOT accept applications from maintenance technicians, administrative staff, or candidates without a formal IT corporate background.

ENGLISH LEVEL: Fluent Conversational English (B2) is mandatory. You must be able to maintain technical conversations and provide phone support to international users. The first step of our process is a technical interview spoken in English.

REQUIRED HARD SKILLS: You must have 1 to 3 years of proven experience managing corporate Active Directory (creating, updating, and deleting user/email accounts), Microsoft 365 environments (license management), System Imaging (formatting and cloning corporate PCs), and enterprise ticketing platforms (Jira / ServiceNow).

Salary: $15,500 pesos net per month plus law benefits. This budget is strictly fixed and non-negotiable. Please do not apply if your salary expectation is higher.

Important notice: This is a 100% ONSITE Junior position in Ramos Arizpe, Coahuila (Monday to Friday). This vacancy is NOT open to current students, interns, recent graduates without experience, or residential/home support profiles.

Requirements:

• Experience: 1 to 3 years of continuous experience providing IT support strictly within corporate or enterprise environments.
• Language: Fluent conversational English (B2) capable of handling corporate communications and technical interactions.
• Identity Management: Active experience managing corporate user accounts and mailboxes in Active Directory (User provisioning: onboarding, offboarding, and modifying access levels).
• Cloud Infrastructure: Proven experience troubleshooting Microsoft 365 commercial environments (Licensing, Outlook profile configuration, Teams, and OneDrive sync issues).
• Service Desk Operation: Proven experience loggin, updating, and closing incidents within enterprise ticketing tools (Jira Service Management or ServiceNow) under strict SLA metrics.
• Operating Systems & Provisioning: Hands-on experience with System Imaging processes (cloning, formatting, deploying corporate images, and staging workstations).
• Hardware & Mobility: Experience in physical onsite troubleshooting for business laptops, desktops, corporate network printers, scanners, and corporate mobile devices.

Responsibilities:

• Provide onsite technical support to both domestic and international end-users.
• Diagnose and resolve software, hardware, connectivity, and configuration incidents.
• Attend, update, and document tickets using enterprise service desk platforms.
• Interact in English with international teams abroad to resolve local infrastructure issues from our onsite office.

Academic Background:

Technical degree or university studies in Computer Science, Systems Engineering, or IT. Verifiable corporate experience in the field is strictly required.