Help Desk Specialist – Remote IT Support

About the role

The Level 1 Remote Service Desk IT Support Technician provides first‑line technical assistance for incidents and catalog tasks submitted through ServiceNow. Working remotely, you will use tools such as TeamViewer and Microsoft Intune to deliver responsive, customer‑focused support in a regulated biotech environment.

Key responsibilities

• Monitor, triage and resolve ServiceNow incidents related to software installation/uninstallation, licensing, access management and endpoint issues.
• Troubleshoot security agents, perform system and registry updates, and address backup or antivirus problems.
• Provision, replace and configure iPhone, iPad and laptop devices, including peripheral requests.
• Connect remotely to user devices via TeamViewer for problem resolution and software configuration.
• Coordinate hardware shipments with logistics teams and maintain detailed documentation in ServiceNow.
• Escalate complex incidents to Tier 2 or system administrators while aiming for high first‑call resolution rates.

Required profile

• Customer‑focused attitude with the ability to work independently in a remote setting.
• Strong attention to detail for accurate documentation and compliance.
• Effective communication skills for coordinating with shipping teams and end‑users.

Required skills

• ServiceNow incident and request management.
• Remote access tools – TeamViewer.
• Microsoft Intune for device provisioning and management.
• Windows operating system troubleshooting.
• iOS device provisioning (iPhone/iPad).
• Software installation/uninstallation and licensing.
• Backup solutions and antivirus software.
• Hardware provisioning and peripheral management.

What we offer

• 100% payroll scheme.
• 20 days Christmas bonus.
• 12 days vacation in the first year.
• 8 % capped saving fund.
• 11 % capped food coupons.
• Employer‑paid medical, dental, vision and life insurance.
• Gym bonus support.
• Education reimbursement up to MXN 54,000 per year.
• 30 % vacation bonus.
• 10 days paternity leave.
• Work‑from‑home equipment bonus (one‑time MXN 5,000).