**Responsibilities**- Research and identify solutions to software and hardware issues- Diagnose and troubleshoot technical issues, including account setup and network configuration- Ask customers targeted questions to quickly understand the root of the problem- Track computer system issues through to resolution, within agreed time limits- Talk clients through a series of actions, either via phone, until they've solved a technical issue- Provide prompt and accurate feedback to customers- Refer to internal database or external resources to provide accurate tech solutions- Ensure all issues are properly logged- Prioritize and manage several open issues at one time- Follow up with clients to ensure their IT systems are fully functional after troubleshooting- Prepare accurate and timely reports- Document technical knowledge in the form of notes and manuals- Maintain jovial relationships with clients**Requirements and skills**- Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role- B2B experience- Tech savvy with working knowledge of office automation products, databases and remote control- Good understanding of computer systems, mobile devices and other tech products- Ability to diagnose and resolve basic technical issues- Proficiency in English- Excellent communication skills- Customer-oriented and cool-tempered- BSc/BA in IT, Computer Science or relevant field (not mandatory but prefered)- Availability 4:00pm - 1:00am ON SITE**We offer**:- Base salary up to $23,760- Performance Bonus up to $2,000- $2,000 Hiring Bonus- 2 days off- All law benefits- Food coupons- Direct hiring**Salary**: $18,000.00 - $23,760.00 per monthAbility to commute/relocate:- 64000, Monterrey, N. L.: Reliably commute or planning to relocate before starting work (required)**Experience**:- Tech Support, Hel Desk or Service Desk: 1 year (required)- Call Center: 1 year (preferred)**Language**:- English (required)