.
**TITLE**: Sr. Service Desk Analyst**LOCATION**: Mexico City, MX - HYBRID/REMOTE**STATUS**:Full-Time with Benefits**SHIFT**:Saturday -Sunday from 4PM to Midnight and Monday - Wednesday from 7:30AM to 4:30PM**SALARY**: 19K - 23K depending on experience**REQUIRED**: Bilingual - fluent English/Spanish required**_*During Training - Schedule will be Monday - Friday, 8 AM - 6 PM.
Training usually lasts 2-4 weeks, depending on progress*_****Job Summary**:**About Us**:DYOPATH, a leading Managed Service Provider (MSP) was founded to empower organizations by delivering trusted IT solutions.
At DYOPATH we pursue both purpose and success, knowing one will ultimately lead to the other.
Our core values foster a culture that promotes accountability, excellence, exceptional customer service and sustainability.
Our team is passionate, fun, creative and courageous in communications.
**Essential Job Duties**:- Perform end-user technical support, troubleshooting, and tuning for end user hardware and systems, peripheral hardware (i.E.
printers/copiers, etc.)
and initial triage for client network environments- Coordinate with multiple support teams and vendors if escalation is necessary to achieve resolution- Supports the team process and participates on cross-functional teams- Understand and implement security best practices and work with security specialists to minimize vulnerabilities- Respond to network and server alerts to ensure maximum up time of identified devices- Understand and comply with all contractual SLAs, policies and procedures- Exercises discretion and independent judgment when dealing with client requests, incidents and feedback- Build credibility and trust with client customers and departments by providing solutions to inquiries and problems