IT Service Desk Specialist, Puebla Mexico

Job Description – IT Service Desk Specialist, Puebla

System Soft Technologies is a leading technology company that provides innovative technical solutions and consulting services to enhance innovation, business value, and competitiveness. For over 24 years, our focus on becoming a trusted partner to each client has allowed us to become a $230MM+ company with a pool of over 1900 associates who cover the full spectrum of IT expertise. We are distinguished by our ability to anticipate the unique needs of our clients and deliver a level of quality that far exceeds their expectations.

Why System Soft Technologies?

At System Soft Technologies, we are a family unit powered by diversity, inclusion, transparency, respect, integrity and passion for our clients and our people. Our business growth depends on your professional development, as we collaborate, share ideas and innovation, and invest in our future. By forging a meaningful partnership with our people, we come together with the same purpose, exceeding our goals. This keeps us nimble, ahead of the competition, and on top of our industry. Our continued success begins with you.

Role Overview:

As a Tier 1 IT Service Desk Specialist, you will be the first point of contact for users experiencing IT issues. This role requires a problem-solver with excellent communication skills who can provide efficient and effective solutions to hardware, software, and application-related problems.

 Key Responsibilities:

• Act as the initial point of contact for all IT-related queries, offering first-level support to users.
• Efficiently log, track, and manage inquiries using a problem management system, ensuring detailed documentation and a comprehensive history record.
• Rapidly identify critical issues needing urgent attention, and skillfully escalate or redirect them to the appropriate resources.
• Contribute to continuous improvement by providing insightful feedback on recurring problems and suggesting enhancements to support processes.

 Qualifications:

• Educational Requirement: High School Diploma or equivalent ("Preparatoria").
• Technical Proficiency: Completion of ITSM (IT Service Management) foundation training is essential. Familiarity with common software and hardware technologies.
• Professional Experience: At least 1 year in a customer service role, with a preference for candidates who have experience in a team leadership or coordination role.
• Language Skills: Proficiency in English is mandatory. Additional language skills are a plus.
• Personal Attributes: Strong problem-solving skills, exceptional communication abilities, and a customer-focused attitude.

 Location and Work Environment:

This position is based in Puebla, Mexico. The role requires working in-office to foster effective communication and teamwork. We offer a dynamic and collaborative work environment where every team member plays a critical role in our success.

 What We Offer:

• A competitive salary plus benefits package
• A supportive and inclusive workplace.
• Opportunities for professional growth, training and development.
• Exposure to a range of IT issues, ensuring a broadening of technical knowledge and expertise.

System Soft Technologies is a proud equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, sexual orientation, or any other characteristic protected by law