We offer the following benefits:
- 100% payroll scheme
- 20 days - Christmas bonus
- 12 days of vacation on the first year
- 8% (cap) saving fund
- 11% (cap) of food coupons
- Employer-paid medical, dental, vision, and life insurance; medical insurance for employees, Gym bonus support
- Education reimbursement (Up to MXN 54,000 per year)
- 30% vacation bonus
- 10 days paternity leave
- Work at Home Bonus for office equipment 1-time MXN 5,000
The Level 1 Remote Service Desk IT Support Technician provides first-line technical assistance for incidents and catalog tasks submitted through ServiceNow. This role supports both day-to-day troubleshooting (e.g., software, access, endpoint issues) and fulfillment requests (e.g., license assignments and access group management)
Working remotely, the technician leverages TeamViewer and Intune to deliver responsive, customer-focused support while maintaining documentation and compliance in a regulated biotech environment.
🔧 Key Responsibilities
Incident Response (ServiceNow Incidents):
- Monitor, triage, and resolve incoming ServiceNow incidents related to:
- Software installations/uninstalls
- Licensing and access issues for enterprise systems
- Endpoint troubleshooting, security agents, and configuration fixes (including Microsoft and registry / system updates)
- Backup issues and antivirus installations
- iPhone/iPad/laptop provisioning and replacement
- Peripheral requests (chargers, jetpacks, headphones, etc.)
- Remotely connect to user devices via TeamViewer for problem resolution and software configuration.
- Coordinate with shipping teams and warehouses to fulfill hardware requests
- Maintain detailed documentation in ServiceNow and escalate complex incidents to Tier 2 or System Admins – 50% FCR (First Call Resolution)