Service Desk Engineer - Remote

Overview

An overview paragraph about the job

In Short

• Provide Level 1 technical support (phone/email/chat) for laptops, desktops, printers, and applications (Windows 10, MS Office, VPN, etc.).
• Troubleshoot and resolve issues related to Active Directory (password resets, account provisioning), VMware/Citrix, SCCM/SCOM, and remote desktop connectivity.
• Manage ITSM ticketing systems (Ivanti, ServiceNow) for incident logging, routing, and resolution follow-up.
• Execute SCCM patch deployments, software installations, and Windows OS buildouts.
• Create SOPs and Knowledge Base articles for recurring issues and mentor junior team members.

Requirements

• 2-3 years of phone support experience + 3+ years of Windows Service Desk expertise.
• Proficiency in Windows 10/Server 2019, Active Directory, SCCM/SCOM, and VMware/Citrix.
• Experience with ITSM tools (Ivanti, ServiceNow) and remote support applications.
• Basic knowledge of scripting, web applications, and network troubleshooting (VPN, DNS).
• Fluency in Spanish and Advanced English (written/oral).
• Availability for night shift (1 AM – 9 AM CST, Mexico City time).

Benefits

• Join an award-winning employer.
• Explore all job openings.