Technical Support Agent

Summary:

The Technical Support Agent is responsible for providing advanced technical support to end users by diagnosing and resolving hardware, software, networking, internet connectivity, and system-related issues. This role perform deeper troubleshooting and working closely with internal teams, client engineers, and third-party vendors to ensure timely resolution of technical incidents.

The ideal candidate combines strong customer service skills with hands-on technical knowledge in networking, VPN connectivity, Windows environments, and Help Desk operations. Success in this role requires excellent problem-solving abilities, attention to detail, and the ability to communicate complex technical information clearly in English.

Responsibilities:

• Provide advanced technical support for hardware, software, networking, and connectivity issues.
• Troubleshoot and resolve escalated Tier I support tickets.
• Support VPN, DNS, TCP/IP, wireless networks, routers, switches, and access points.
• Assist end users via phone, email, chat, and ticketing platforms.
• Document incidents and maintain accurate support records.
• Collaborate with internal teams, engineers, and vendors to resolve complex technical issues.
• Participate in training, knowledge sharing, and continuous improvement initiatives.

Who You Are

• You are a customer-focused technical professional who enjoys solving problems and helping users.
• You have strong analytical and troubleshooting skills, allowing you to identify issues quickly and provide effective solutions.
• You can explain technical concepts clearly to non-technical users.
• You remain calm, professional, and solution-oriented under pressure.
• You are highly organized and able to manage multiple incidents simultaneously.
• You possess excellent verbal and written communication skills in English.
• You are comfortable working in a fast-paced, metrics-driven support environment.
• You take ownership of issues through resolution and consistently follow through on commitments.
• You are eager to learn, adapt to new technologies, and support continuous improvement initiatives.
• You demonstrate integrity, professionalism, accountability, and a strong commitment to customer satisfaction.

Qualifications

• High School Diploma or equivalent required.
• Previous Help Desk, Service Desk, Desktop Support, or Technical Support experience required.
• Advanced English communication skills (written and verbal, C1++).
• Proficiency with Microsoft Office, Google Workspace, web browsers, and collaboration tools.
• Ability to work with confidential and sensitive information while maintaining strict data security standards.

Benefits

• $17,500.00 MXN monthly gross salary
• Food vouchers
• 30 day contract, 60 day contract, then open-ended
• 35% vacation bonus, 30 day Christmas bonus
• Life and medical insurance