Service Desk Level I Analyst - Remote Mexico

At DYOPATH, we’re excited to have been awarded “Great Place to Work” three years in a row! What makes us so great? Our people – we drive DYOPATH’s award-winning culture through our collaboration, innovation, and respect for one another.

We believe that:

• You should be able to grow and feel empowered at work.
• You should have fun in a diversified environment and bring your true self to work daily.
• Work-life balance is vital to our positive culture.

We are waiting for you to bring your creativity, passion, and entrepreneurial spirit to DYOPATH!

We are currently hiring a remote Service Desk Level 1 Analyst! 

As a Service Desk Level 1 Analyst, you will provide technical support to customers or employees needing assistance with IT-related issues or problems. You will be responsible for answering phone calls, emails, and chat messages and addressing technical issues in a timely and professional manner. You will work closely with other IT staff to escalate and resolve issues that cannot be resolved at the first level.

What is the shift and pay?

• Pay: 14,000 pesos monthly
• Shift: 7:00am - 5:00pm, Monday - Friday

Essential Functions

• Respond to incoming phone calls, emails, and chat messages from customers or employees seeking technical support
• Log all service desk interactions in the ticketing system and escalate issues to the appropriate team or individual
• Provide first-level support for technical issues and incidents, including desktop, laptop, printer, mobile device, software, and network problems
• Resolve technical issues when possible and escalate to appropriate support teams when necessary
• Ensure timely and accurate resolution of all service desk issues
• Conduct follow-up activities with customers or employees to ensure satisfaction with the service provided
• Continuously improve technical skills and knowledge through training, certification, and self-directed learning
• Participate in special projects as assigned

Qualifications and Requirements:

• Advanced English Skills - oral and written
• High school diploma or equivalent required; associate or bachelor’s degree in computer science or related field preferred
• 1-2 years of experience in a technical support role, preferably in a service desk environment
• Strong customer service skills, with the ability to communicate technical information to non-technical users
• Proficiency with Microsoft Office, Windows operating systems, and basic network troubleshooting
• Ability to work independently and as part of a team, focusing on delivering exceptional customer service
• Excellent problem-solving and analytical skills
• Ability to manage multiple tasks simultaneously and prioritize workload effectively

Our comprehensive benefits package:

• 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

Don't hesitate – this position won't be available long! Join our creative and innovative team. Apply today!

Equal Opportunity Employer

DYOPATH is committed to a work environment free of all forms of discrimination. DYOPATH recruits and hires 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. For more information about DYOPATH, please visit our website at www.dyopath.com. The above information has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of the employee assigned to this job.