Bilingual IT Technical Support (In-office) (Guadalajara)
L
Link-Worldwide
📍 guadalajara, guadalajara, Mexico
Job Description
Who are we looking for?
- Logging incidents and service requests, categorizing and prioritizing them, and managing their life cycle as per ITIL guidelines.
- Update users about request status and close request when users are satisfied with solutions.
- Remote desktop troubleshooting. Escalate complex incidents / requests to upstream technical groups.
- Excellent written and verbal communication (Must be Bi-lingual English + Spanish).
- Strong time management.
- Communication in neutral or English accent over phone and grammar skills.
- Analytical skills.
- Ability to follow process and procedures. Escalate unknown issues or questions without delay.
- Operating the computer, OS and Knowledge base navigation.
- Use of Ticketing tool.
- Account Management / Password reset.
- Active listening and probing skills.
- Level 1 and 1.5 technical troub...