About the Position

Job-Id: 18848

Service Desk Agent with English and Portuguese

Enthuse customers and provide the best experience through excellent remote support and communication.

• Location: Mexico – Queretaro, MX
• Type: Technical Remote Support
• Employment: Full-time

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Responsibilities

We are seeking a Remote Desktop Support Technician to provide daily remote technical support to end users. The ideal candidate will handle inbound calls and chats, troubleshoot hardware and software issues, and document solutions accurately in a ticketing system. This role requires strong customer service skills, technical knowledge, and the ability to work independently in a fast-paced environment.

Key Responsibilities:

• Provide day-to-day remote desktop support to end users
• Handle inbound calls and chat requests, addressing technical questions and issues
• Troubleshoot hardware, software, and application-related problems
• Document troubleshooting steps and resolutions in the ticketing system
• Ensure timely and effective resolution of incidents while maintaining a high level of customer satisfaction

Requirements

Required Qualifications:

• 1.5+ years of experience as a Remote Desktop or IT Support Technician
• Fluent Portuguese (B2–C1)
• English proficiency at B2 level
• Experience using ticketing systems (ServiceNow preferred)
• Proven troubleshooting skills

Technical Skills:

• Microsoft Windows 10/11
• Microsoft Office 365
• Microsoft Teams
• Microsoft OneDrive
• General LAN knowledge

Soft Skills & Competencies:

• Strong customer orientation and communication skills
• Ability to interact effectively with end users
• Problem-solving and decision-making mindset
• Results-driven and proactive
• Ability to work both independently and as part of a team
• Comfortable working under pressure
• Well-organized, flexible, and cooperative

We Offer

• Onboarding program
• Buddy program
• Mobile working
• International job opportunities
• Food Allowance --> Net Allowance

About the Company

Hemmersbach delivers IT services exclusively for the leading companies in the IT industry: IT hardware manufacturers, global system integrators, Device as a Service providers, and data center operators. Across 190+ countries, our 5,000+ colleagues work on our customers' behalf, with one mission: to enthuse them. Our can-do attitude and spirit of mutual support have made us Great Place To Work® Certified™ in multiple countries worldwide. As The Social Purpose IT Company, we give at least 20% of our profits to Hemmersbach Rhino Force and Hemmersbach Kids' Family.

Salary

This role is a Salary Non-Exempt position with a targeted Monthly Gross Salary range of $22,000 – $24,000 MXN.

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