Service Desk Support L1

At Sequoia Connect , we are a Talent-First Technology Ecosystem that redefines how elite professionals interact with the global digital landscape. We move beyond traditional models to act as a catalyst for the top 1% of global talent, connecting human potential with complex industrial execution. By joining our inner circle, you are not simply taking a position; you are aligning with a strategic partner dedicated to updating your "Human OS" and accelerating your growth through world-class, high-impact projects.

We are currently partnering with a rapidly growing, automation-led powerhouse that serves 31 Fortune 500 companies across the financial, healthcare, and manufacturing sectors. With a global workforce of over 32,000 employees and a presence in 28 countries, our client is a titan of digital transformation. Their "Automate Everything, Cloudify Everything" strategy ensures you will be working at the absolute forefront of AI-driven automation and cloud solutions.

This is your chance to thrive in a "Customer Success, First and Always" environment that prizes continuous learning and radical ownership. You will collaborate within an international network of expertise across 39 delivery centers worldwide, gaining exposure to complex engineering challenges that redefine industrial standards. If you are a driven professional looking for a dynamic, forward-thinking workplace where your growth is the priority, this is where you belong.

We are currently searching for a Service Desk Support L1 :

Responsibilities

• Provide first-line IT support as the initial point of contact for users.
• Receive, log, categorize, prioritize, and manage incidents and service requests through approved channels and ServiceNow.
• Troubleshoot standard end-user issues, including access, password resets, Microsoft 365, applications, hardware, software, connectivity, and general IT support.
• Use knowledge articles, SOPs, scripts, and approved tools to resolve issues at first contact where possible.
• Escalate tickets to Level 2 or resolver groups when outside scope, ensuring complete documentation, accurate categorization, priority, business impact, troubleshooting steps, and resolution notes.
• Communicate professionally with users, provide timely updates, handle VIP or high-priority issues appropriately, and support SLA compliance.
• Identify recurring issues, knowledge gaps, and automation opportunities.

Requirements

• 2 to 4 years of experience
• ServiceNow: Practical experience using the platform to log, categorize, and escalate incidents or service requests.
• Microsoft 365: Hands-on experience troubleshooting the Office 365 ecosystem (Outlook, Teams, OneDrive, etc.).
• Active Directory & Azure Basics: Basic knowledge for user management, group policies, and password resets.
• Hardware & Software Sourcing: Basic diagnostics of end-user devices, connectivity/network issues, and standard corporate software.
• ITIL Foundations: Solid understanding of ITIL concepts (Incident Management, Service Requests, and SLAs).

Soft Skills & Operational Skills

• Customer Service: Strong focus on user satisfaction, professional communication, and appropriate handling of VIP or high-priority users.
• Accurate Documentation: High attention to detail for logging troubleshooting steps, business impact, and resolution notes.
• Adaptability: Ability to thrive in a high-volume, fast-paced environment under shift-based schedules.

Languages

• Advanced Oral English.
• Advanced Spanish.

Note:

• On-site - Monterrey and Saltillo

If you meet these qualifications and are pursuing new challenges, start your application on our website to join an award-winning employer. Explore all our job openings | Sequoia Career’s Page :

Keywords:
Service Desk, Help Desk, IT Support, ServiceNow, Microsoft 365, Active Directory, Azure, ITIL, Password Reset, Troubleshooting, Technical Support, SLA.

REQUIREMENTS

• 2 to 4 years of experience
• ServiceNow: Practical experience using the platform to log, categorize, and escalate incidents or service requests.
• Microsoft 365: Hands-on experience troubleshooting the Office 365 ecosystem (Outlook, Teams, OneDrive, etc.).
• Active Directory & Azure Basics: Basic knowledge for user management, group policies, and password resets.
• Hardware & Software Sourcing: Basic diagnostics of end-user devices, connectivity/network issues, and standard corporate software.
• ITIL Foundations: Solid understanding of ITIL concepts (Incident Management, Service Requests, and SLAs).
• Customer Service: Strong focus on user satisfaction, professional communication, and appropriate handling of VIP or high-priority users.
• Accurate Documentation: High attention to detail for logging troubleshooting steps, business impact, and resolution notes.