Service Desk Analyst – Guadalajara Job Title: Service Desk Analyst Location: Guadalajara, Jalisco (Camino al ITESO) Posting Start Date: 2/5/26 Job Description: Service Desk / IT Helpdesk Analyst – On‑site; 24/7 rotating shifts; English required. Schedule: Availability for 24/7 rotating shifts (schedule may rotate based on business needs). Experience: 6 months to 1 year in customer service/helpdesk, troubleshooting, and related technical skills. Responsibilities: Be responsible for primary user support and customer service. Learn fundamental operations of commonly‑used software, hardware, and other equipment. Accurately log all service desk tickets using the defined tracking software. Maintain the scorecard per the scope of work with respect to TAT, SLA, and hits. Manage all queries or escalations as per defined helpdesk policies and framework. Record events and problems and their resolution in logs. Follow up and update customer status and information. Pass feedback, suggestions, and escalations to the appropriate internal team. Identify and suggest improvements on processes and procedures. Qualifications: 6 months to 1 year of experience in customer service, helpdesk, or IT support. Experience troubleshooting IT issues. Strong communication skills in English. Ability to work flexible shifts, including nights and weekends. IT Support Professional – Jade Global Software Mexico, S.A. DE C.V Responsibilities: Manage escalated tickets. Provide support across various technologies. Enhance customer satisfaction. Qualifications: 3–5 years of experience in the IT industry. Bachelor’s degree in a relevant field. Strong analytical and problem‑solving skills. Excellent customer service abilities. Experience troubleshooting network issues. IT Service Desk Analyst – Nextiva Responsibilities: Provide daily support to customers/users of various technology systems. Answer questions, troubleshoot, analyze problems, and form solutions quickly. Maintain hardware, software, and other equipment to meet client requirements. Record daily interactions, installation activities, reported issues, and solutions. Continue personal technical knowledge through learning resources. Meet daily and monthly metrics with a positive attitude. Qualifications: English language fluency (verbal & written). 2+ years of customer service experience, preferably in a call center, technical support, or help desk. Hardware and/or networking knowledge preferred. Patient, conscientious, professional, high attention to detail. Working knowledge of PC and Mac operating systems and Microsoft Office. Bachelor’s degree preferred. Technical Support Representative – Nextiva Responsibilities: Support clients across multiple products. Initial point of contact for customer support issues. Track support cases through the entire life‑cycle. Log and track issues in the support ticketing system. Triage support and other department queries. Escalate issues to senior support team members as needed. Handle complex customer support issues and configuration changes. Qualifications: 1–4 years of customer support experience. Technical troubleshooting and problem‑solving skills. Excellent verbal and written English skills. Strong sense of ownership and responsibility. Partner Support Representative – Peek Responsibilities: Craft informative, timely, and instructional messages in response to product‑ and tech‑related queries. Participate in team meetings and assist colleagues across the company. Represent the voice of customers internally by sharing feedback using Zendesk processes. Learn Peek’s products and contribute suggestions for updates. Meet monthly targets and maintain consistent performance. Skills: 2+ years of experience in customer service or technical support. Full‑time availability; ability to work five consecutive days. Excellent English communication skills. Patience, ability to troubleshoot, and teach non‑tech‑savvy operators. Strong deductive reasoning and discretion with sensitive information. Reliable Wi‑Fi and personal workspace. Spanish fluency is a plus. Experience with Zendesk, Salesforce, JIRA, Slack, or G‑Suite is a plus. Post‑sales Technical Support Engineer – Oracle SaaS Cloud Central Responsibilities: Post‑sales technical support of all SaaS Cloud administrative activities. Support environment refreshes, outages, portal features, account provisioning, and VPN setup. Handle IP allowlisting, environment resizing, language pack installation, account creation, and SSO problems. Assist with migration issues and collaborate with Cloud Operations & Development teams. Education & Experience: Technical degree (BS in Computer Science, MIS, EE, etc.) with 3.0 GPA or higher. 2+ years supporting, developing, or implementing SaaS products. 1–2 years networking/database administration. Required Skills: Understanding of SaaS lifecycle events. Outstanding analytical skills. Strong customer service skills. Multitasking ability. Presales / Technical Engineer – Advantech Responsibilities: Develop detailed site reports on support delivered. Ensure products align with consumer trends. Consult on product development with management and sales teams. Install, upgrade, and maintain systems and products. Train sales people on product usage and specifications. Support customers in installing and maintaining equipment/devices. Review product specifications and gain in‑depth knowledge. Perform competitor analysis and prepare reports. Analyze, support, and solve technical issues. Requirements: Bachelor’s degree in Electronics, Telecommunications, or IT. Over 5 years of technical expertise. Proficiency in at least one programming language (Python, C#, etc.). Excellent communication/presentation skills. Customer‑oriented mindset; organized; self‑management; project management experience. Leadership for early organizational growth. Sense of urgency and prioritization of activities. 90–100 % English speaking. USA visa preferred. Technical Support Specialist – PosiTrace Responsibilities: Provide telephone and online technical support to existing customers. Triage customer issues, diagnose, and troubleshoot camera hardware and software issues. Own customer issues, showing urgency until fully resolved. Document all inbound and outbound activities in the ticketing system. Build lasting relationships with customers through excellent service. Communicate clearly and adapt to the user’s technical level. Suggest improvements or solutions proactively. Skills & Requirements: 3–5 years in Helpdesk or Technical Support roles. Technical knowledge: Linux operating systems; electronics; camera systems; networks; LAN/Wi‑Fi/cellular. Soft skills: excellent customer service, patience, empathy, professionalism. Strong communication in English and Spanish. Ownership and follow‑through until resolution. High initiative and independent work. Familiarity with SLAs. Organizational and time‑management skills; attention to detail. Bachelor’s degree in Information Technology, Electronics, or Engineering. Terms of Employment: Full‑time role, Monday to Friday. On‑site position in Guadalajara. #J-18808-Ljbffr