• Professional Experience: Minimum of 2 years of proven experience in Technical Support (Help Desk / Service Desk), preferably in high-density environments with 200+ users and devices.

• Industry Background: Previous experience within the Call Center or BPO sector is desirable, given the fast-paced nature of the operation.

• Remote Assistance: Hands-on experience using remote desktop tools to support users across different geographical locations (Mexico and abroad).

• Incident Management: Proficiency in using ticketing systems and a solid understanding of meeting Service Level Agreements (SLAs) in high-pressure scenarios.

• Multi-Platform Support: Technical background supporting hybrid environments (Windows & macOS) and mobile operating systems (iOS & Android)

• Resolve technical incidents for all company users (on-site & remote).

• Maintain PCs, headsets, printers, and Google Meet hardware.

• Manage user accounts and device enrollment via admin consoles.

• Provide remote support for employees in Mexico and abroad.

• Perform network diagnostics and basic cabling tasks.

• Handle support tickets meeting SLA and quality standards.