Help Desk Technician Level 2

#LI-AS1

#boost2025

Gordian Staffing, A New Way of HR

We focus on helping small and medium-sized enterprises in the United States and Canada to make business more accessible by offering specialized services and providing high-quality people solutions for those organizations, constantly growing and looking for better results in their markets.

Our client:

This company is known for customizing solutions that elevate communities and improve the everyday lives of residents, not just fulfilling responsibilities, but going above and beyond.

What You'll Do

We are seeking an experienced IT Support Specialist based in Mexico to provide high-quality technical support to our internal teams. The ideal candidate has strong troubleshooting skills, excellent communication abilities in English, and familiarity with modern IT support tools and environments.

Key Responsibilities

Technical Support (60%)

• Respond to incoming phone calls, emails, tickets, and service requests from personnel.
• Install, upgrade, and support PC software applications.
• Configure and troubleshoot desktop and laptop computers, VDI environments, printers, and networking devices.

Incident Management (20%)

• Document, track, and monitor issues through the ticketing system to ensure timely and effective resolution.

Knowledge Management (10%)

• Assist with creating, updating, and maintaining articles in the Knowledge Base.

Projects & Training (10%)

• Support various IT projects as assigned (5%).
• Provide basic user training on hardware, software, and processes (5%).

Schedule:

Regular

Monday to Friday 10:00 a.m. to 7:00 p.m. (flexible) plus on call rotation

Daylight savings

Monday to Friday 9:00 a.m. to 6:00 p.m. (flexible) plus on call rotation

*This position is remote, but you'll be required to visit our offices in CDMX or GDL on the first day (expenses are covered by yourself)*

We Offer

• Remote Work.
• Work Stability.
• Computer equipment (Laptop, Monitor, and Headset).
• Christmas bonus of 30 days (Aguinaldo).
• 12 vacation days after the first year.
• 25% vacation bonus
• IMSS.
• Major medical insurance since day 1.

After the 3-month probation contract, we add the following:

• Minor medical insurance
• Food vouchers (10% of the gross salary monthly).
• Restaurant tickets (~$2,050 MXN. monthly)
• Saving fund (8% of the gross salary).
• Life Insurance

*English Resume is required*

• 3–5 years of experience in a Technical Support or Help Desk role
• Advanced English skills (spoken and written) — required for daily communication.
• Strong analytical, troubleshooting, and problem-solving skills.
• High attention to detail and accuracy in documentation and technical tasks.
• Familiarity with standard Help Desk practices including ticketing systems, knowledge bases, phone support, and working in a team-oriented environment.

Preferred Certifications & Technical Skills

• CompTIA A+, Network+, Security+, or equivalent certifications.
• Experience with the following tools and platforms is a plus:
• Microsoft Exchange Online
• Microsoft Entra
• Active Directory Users and Computers
• Zoom
• DocuSign
• Tungsten Power PDF