Service Desk Level II Analyst

DYOPATH

. Provide second‑level support for technical issues involving desktops, laptops, printers, mobile devices, software, and networks .

Posted 5/7/2026full-timeRemote • 🇲🇽 MexicoJuniorMid-Level💰 MX$23,000 per monthWebsite

Tech Stack

Tools & technologies

VoIP

About the role

Key responsibilities & impact

Provide second‑level support for technical issues involving desktops, laptops, printers, mobile devices, software, and networks
Troubleshoot and resolve complex incidents, escalating when appropriate
Identify and resolve underlying problems affecting IT systems and services
Mentor and guide Level 1 analysts, assisting with incident resolution and skill development
Ensure timely and accurate resolution of all technical issues
Conduct follow‑up with customers or employees to support satisfaction and continuity
Continue building your technical skill set through training, certification, and self‑directed learning
Participate in special projects that enhance service delivery and IT operations

Requirements

What you’ll need

Associate or bachelor’s degree in computer science or related field preferred
Relevant certifications (or pursuing):
HDI Support Center Analyst (HDI‑SCA)
ITIL Foundation
Microsoft 365 Certified: Fundamentals
Microsoft 365 Certified: Endpoint Administrator Associate
2–4 years of experience in technical support, with at least 1 year in a service desk environment
Strong customer service and communication skills, able to explain technical concepts clearly
Proficiency with Microsoft Office, Windows operating systems, and advanced network troubleshooting
Experience working with NICE, VoIP or similar phone systems
Basic experience working with Meraki
Familiarity with ITIL or similar service management frameworks is a plus
Ability to work independently and collaboratively to deliver exceptional service
Excellent problem‑solving and analytical skills
Ability to manage multiple tasks simultaneously and prioritize effectively
Experience with remote support tools and technologies
Travel to multi-sites required

Benefits

Comp & perks

Savings / Monthly 13% cap
Pantry Vouchers 9% deposited every month
Christmas Bonus: 25 days of your daily income
Vacations - 12 days after the first year
Anniversary Bonus - 10 days of base salary
Vacation Premium – 40% first year
Major Medical Insurance covers you and your immediate family
Life Insurance
Quarterly Bonus
Marriage or Bereavement Time off
Maternity/Paternity Time off
Ergonomic Chair
250 pesos monthly stipend for internet and electricity

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

technical supportadvanced network troubleshootingincident resolutionproblem-solvinganalytical skillsremote support toolsMicrosoft OfficeWindows operating systemsservice desk experienceITIL

Soft Skills

customer servicecommunication skillsmentoringcollaborationtask prioritizationindependent workskill developmentfollow-upsatisfaction supportmulti-tasking

Certifications

HDI Support Center AnalystITIL FoundationMicrosoft 365 Certified: FundamentalsMicrosoft 365 Certified: Endpoint Administrator Associate