It Service Desk Agent (Xico)

Job Title: Level 1 IT Service Helpdesk Agent (Experienced)

Department: IT Support Services

Location: Mexico City

Mexico's SAT: Registered with (Tax Administration Service). Should have a Mexican RFC tax ID.

Position Type: Full‑Time

Language: Fluent English (Required)

Currency: Paid in MXN

Overview

We are seeking a reliable and technically adept Level 1 IT Service Helpdesk Agent with proven hands‑on experience to join our growing IT support team. While this is a Level 1 role, we're looking for someone who brings practical expertise, strong troubleshooting skills, and a commitment to delivering outstanding customer service. You'll be the first point of contact for technical support requests, responsible for resolving or escalating issues related to hardware, software, networking, and user access.

Key Responsibilities

• Serve as the first point of contact for end-users seeking technical assistance via phone, email, or ticketing system.
• Troubleshoot and resolve common issues related to desktops, laptops, mobile devices, printers, VoIP systems, and peripherals.
• Provide Level 1 support for Microsoft 365 (Outlook, Teams, OneDrive, SharePoint), Windows OS, and basic network connectivity.
• Escalate complex or unresolved issues to Level 2 or Level 3 teams following established escalation protocols.
• Document all incidents, service requests, and resolutions in the ITSM/ticketing system accurately and timely.
• Perform user account management tasks, including password resets, access control, and account provisioning.
• Support onboarding and offboarding processes by setting up workstations and configuring standard software.
• Educate users on basic IT security practices, software usage, and self‑help resources.
• Assist with hardware deployment, inventory tracking, and basic preventive maintenance tasks.

Required Skills & Experience

• 2–3 years of experience in a similar IT helpdesk or technical support role.
• Strong troubleshooting skills with the ability to diagnose and resolve Level 1 technical issues.
• Hands‑on experience with Windows operating systems, Microsoft 365, and common desktop applications.
• Familiarity with Active Directory, ticketing systems (e.g., SyncroMSP or similar), and remote support tools.
• Basic understanding of network concepts (IP addressing, DNS, DHCP, VPN).
• Excellent written and verbal communication skills, with a customer‑first attitude.
• Strong organizational skills and attention to detail.

Preferred Qualifications (Assets)

• CompTIA A+, Microsoft 365 Fundamentals, or equivalent certification.
• Experience working in a Managed Service Provider (MSP) environment.
• Exposure to ITIL‑based service delivery practices.
• Familiarity with macOS or Linux systems.

What We Offer

• A supportive and collaborative team culture.
• Continuous learning and professional development opportunities.
• Competitive salary and benefits package.
• Opportunities to grow within the IT support and infrastructure team.