Position title
IT Support First Level (m/f/d) for Service Desk
Description
Language skills: Spanish, English
Responsibilities
- Manage IT requests and incidents, including the identification, documentation, categorization, prioritization and provision of initial support according to predefined procedures to ensure service quality.
- Support end users through telephone and remote support tools.
- Analyze problems and providing initial solutions or workarounds for end-user requests and incidents.
- Capture of requests and incidents in a standardized ITSM platform.
- Ensure the correct categorization and prioritization of incoming requests.
- Forward tickets to other support groups if necessary to ensure resolution.
- Perform of service requests, such as resetting passwords.
- Communicate and Escalate problems to functional or hierarchical units as required.
- Document of the work carried out and continuous Refresh the knowledge database.
- Release of complaints and escalations, if possible.
- Communicate with other departments and Forward relevant information in full and in good time.
- Compliance the internal regulations and work instructions of the company and the customer.
Qualifications
- Experience in SD/Customer Support
- Proactive and open communication
- Troubleshooting in Office 365
- Windows clients (7, 8, 10)
- Understanding Active Directory
- Understanding Azure AD
- Understanding group policies
- Basic knowledge of network management
Contacts
VALEO IT SERVICIOS S DE RL DE CV
Calle Sabino Casa #221, San Martin del Tajo | 45645 Los Gavilanes, Jalisco | Mexico
E-Mail: career@valeo-it.com
Hiring organization
Employment Type
Full-time, Temporary
Beginning of employment
immediately
Job Location
Calle Sabino Casa #221, San Martin del Tajo, Guadalajara, Jalisco, 45645, Mexico
Remote work fromMexico
Duration of employment
Until the end of 2026
Working Hours
24/7 service
Date posted
July 24, 2025
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