SERVICE DESK ONSITE MONTERREY

• Serve as the first point of contact for users seeking technical assistance via phone, email, or help desk tickets.

• Monitor IT systems, applications, and networks using monitoring tools to identify performance issues, outages, or potential incidents.

• Troubleshoot and resolve hardware, software, and network issues; escalate complex problems to higher-tier support when necessary.

• Respond to alerts by initiating troubleshooting or escalating issues to relevant teams for quick resolution.

• Track, prioritize, and document all support activities and incidents in the ticketing system, ensuring timely and accurate updates.

• Assist with user account management, password resets, software installations, and other administrative IT tasks.

• Proven experience in an IT service desk or monitoring role.

• Knowledge of common operating systems (Windows, macOS, Linux) and IT infrastructure (networks, servers, etc.).

• Familiarity with monitoring tools (e.g., CheckMK, Nagios, Datadog, Dynatrace, Splunk) and ticketing systems (e.g., ServiceNow, Jira).

• Strong analytical and problem-solving skills with a focus on attention to detail.

Advanced English

Rotating shift 24*7