We are looking for a Service Desk Level II Analyst to join our team in Mexico. You will provide second-level technical support, troubleshoot complex incidents, and play a key role in enhancing service operations. This position involves mentoring Level 1 analysts and delivering world-class IT support.
What You'll Do
- Provide second-level technical support for desktops, laptops, printers, mobile devices, software, and networks.
- Troubleshoot and resolve complex incidents, escalating when appropriate.
- Identify and resolve underlying problems affecting IT systems and services.
- Mentor and guide Level 1 analysts, assisting with incident resolution and skill development.
- Ensure timely and accurate resolution of all technical issues.
- Conduct follow-up with customers or employees to support satisfaction and continuity.
- Build your technical skill set through training, certification, and self-directed learning.
- Participate in special projects that enhance service delivery and IT operations.
What We're Looking For
- 2–4 years of experience in technical support.
- At least 1 year of experience in a service desk environment.
- Strong customer service and communication skills, able to explain technical concepts clearly.
- Proficiency with Microsoft Office, Windows operating systems, and advanced network troubleshooting.
- Ability to work independently and collaboratively to deliver exceptional service.
- Excellent problem-solving and analytical skills.
- Ability to manage multiple tasks simultaneously and prioritize effectively.
- Experience with remote support tools and technologies.
- Travel to multi-sites required.
Nice to Have
- Associate or bachelor’s degree in computer science or related field.
- Relevant certifications: HDI Support Center Analyst (HDI-SCA), ITIL Foundation, Microsoft 365 Certified: Fundamentals, Microsoft 365 Certified: Endpoint Administrator Associate.
- Familiarity with ITIL or similar service management frameworks.
Technical Stack
- Microsoft Office
- Windows operating systems
- Remote support tools and technologies
Team & Environment
You will mentor and guide Level 1 analysts.
Benefits & Compensation
- Compensation: 22,000 MXN
- Savings / Monthly 13% cap
- Pantry Vouchers 9% deposited every month
- Christmas Bonus: 25 days of your daily income
- Vacations - 12 days after the first year
- Anniversary Bonus - 10 days of base salary
- Vacation Premium – 40% first year
- Major Medical Insurance covers you and your immediate family
- Life Insurance
- Quarterly Bonus
- Marriage or Bereavement Time off
- Maternity/Paternity Time off
- Ergonomic Chair
- 250 pesos monthly stipend for internet and electricity
Work Mode
This position is based locally in Mexico.
DYOPATH is committed to a work environment free of all forms of discrimination. We recruit and hire without regard to age, color, disability, gender, gender identity, genetic information, marital status, military status, national origin, race, religion, sexual orientation, veteran status, or any other legally protected characteristic.
