Job Description

About The Role

For an important International Oil&Gas Company, we are currently looking for a Bilingual IT Service Desk Analyst to work in Mexico. If you’re passionate and deeply curious about finding solutions to new challenges, you could be the perfect fit for this role.

To be successful in this Role, you need:

10 years of experience in a customer service-oriented role, preferably in an IT support capacity.

Ability to manage interactions with C-Suite and Company Management on a daily basis.

Solid understanding of Windows 11, Office 365 environment, SharePoint administration, and Exchange administration.

Proficient in troubleshooting hardware, software, and network-related issues.

Familiarity with Active Directory and user account management tasks.

Strong problem-solving skills with the ability to analyze complex issues and provide practical solutions.

A customer-centric mindset with a passion for delivering outstanding customer service.

Ability to work independently and prioritize tasks in a fast-paced, dynamic environment.

Strong attention to detail and organizational skills.

Solid understanding of ITIL processes and incident management best practices.

Relevant certifications such as Microsoft Certified Professional (MCP) or ITIL Foundation certification are a plus.

Scope of work includes but is not limited to:

Provide technical support to end-users via phone, email, chat, remote support, or in person, effectively troubleshooting and resolving their hardware, software, and network-related issues.

Communicate with users fluently in both Spanish and English, ensuring clear understanding of the reported problems and providing concise solutions.

 Document and track all support requests in a ticketing system, ensuring accurate and timely updates are provided to users throughout the troubleshooting process.

 Collaborate with other IT team members to escalate complex issues, ensuring swift resolution and minimal impact to end-users.

 Perform user onboarding, offboarding activities.

 Perform user account management tasks, including password resets, access provisioning, and permissions management.

 Conduct remote troubleshooting sessions using remote desktop tools, assisting users with software installations, configurations, and system optimizations.

 Provide guidance and training to users on various technology tools and applications, promoting self-service and empowering users to resolve minor issues independently.

 Create desktop procedures, end user guides.

 Troubleshoot Audio Visual equipment in conference rooms.

 Assist in administering Exchange, Security and Compliance Management, SharePoint, Intune (Device and App Management, Mobile Device Management), and Teams Voice

 Assist in the testing and deployment of software updates, patches, and new technology implementations.

Maintain a strong understanding of the organization’s IT policies, procedures, and standards, adhering to them while providing support and guidance to end-users.

Continuously update technical knowledge and skills by staying informed of industry trends, attending training sessions, and pursuing relevant certifications.

Troubleshoot Network Infrastructure (Meraki switches, Cisco firewalls, Wi-Fi Access points).

Mandatory skills:

Excellent English and Spanish communication skills.

Job Perks and benefits:

 The benefits program includes benefits per law (Social security, retirement and other specified by Mexico Labor Law) and additional benefits to complement you and your family´s needs.

 -Competitive salary

– Long term assignment hired directly by our Global Partner in Mexico´s office

-Payroll scheme

If you have a lot of these skills, but not all of them, please still apply. We love to work with those who love to learn.

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.   

People for Oil, Gas, Energy and Technology. Globally.

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