Helpdesk Support Engineer in MEXICO

I’m helping KORE RPO find a top candidate to join their team full-time for the role of Helpdesk Support Engineer.

You will provide remote technical support, optimizing issue management and enhancing user experience.

Compensation:

Provide your expected compensation while applying

Location:

Remote: Mexico

Mission of KORE RPO:

"To help your agency navigate the complexities of talent acquisition with ease—saving time, cutting costs, and ensuring you deliver the right talent to drive success for your clients."

What makes you a strong candidate:

• You are proficient in Troubleshooting, Microsoft Windows, Jira, IT support, Confluence.
• You have the potential to develop in macOS, ITIL (Information Technology Infrastructure Library).
• Spanish - Fully fluent
• English - Fully fluent

Responsibilities and more:

We are seeking a Helpdesk Support Engineer with strong experience in Jira Service Desk Management and Confluence to join our remote team. The ideal candidate will monitor support queues, ensure SLAs are met, and triage non-automated tickets to the appropriate department. This role requires solid problem-solving skills, clear communication, and the ability to support a diverse range of end users with varying technical skills.

Key Responsibilities

* Monitor and manage Jira Service Desk queues, ensuring SLAs are consistently met.

* Triage non-automated tickets and route them to the appropriate team or department.

* Provide remote support for Windows and some Mac users, assisting with:

* Printer connectivity

* Audio and sound card issues

* Network troubleshooting

* Basic application support

* Deliver clear, patient, and user-friendly support to non-technical users.

* Document solutions and processes in Confluence for knowledge sharing.

* Collaborate with internal teams to identify recurring issues and improve support efficiency.

Qualifications

* Proven experience in a Helpdesk or IT Support role.

* Strong knowledge of Jira Service Desk Management and Confluence.

* Basic to advanced troubleshooting skills in Windows environments (MacOS experience is a plus).

* Ability to remotely connect and resolve user issues.

* Fluency in Spanish and proficiency in English.

* Strong organizational skills and the ability to work independently in a remote environment.

Preferred Skills

* Experience supporting global or distributed teams.

* Familiarity with ITIL practices or other IT support frameworks.

* Knowledge of SLA tracking and reporting.