Senior Service Desk 1st Level Support - Remote Or Hybrid (Mexico)

This position is aimed at experienced professionals in first- and second-level technical support who are interested in working in a collaborative, learning-oriented environment. As part of the team, you will be responsible for providing day-to-day support to end users and contributing to the continuous improvement of IT processes and services., * Serving as the first point of contact for customers seeking technical assistance over the phone, support portal or email.

• Identifying and assessing customers' needs.
• Support for basic customer issues and requests related to IT systems and applications.
• Escalate service requests that cannot be scheduled within agreed service levels.
• Improve customer service, perception, and satisfaction.
• Maintain the Knowledge Base information.
• Train and assist junior colleagues.

• Proven experience in IT support, Service Desk, Technical Support or Customer Support.
• Good understanding of IT concepts and 1st level support experience for:
• M365( Outlook, Teams, OneDrive).
• End user Device Support : Laptop OS( MS Win11, MAC IoS) support, Networking, Client VPN(Zscaler), Iphone.
• User management: ︈AD users & groups, MFA, Permissions and Access management.
• Application Support: SW installation and troubleshooting.
• Excellent Communication Skills: You will be listening and speaking to people by phone, often in some state of distress. Your ability to listen, speak plainly, and communicate effectively will be necessary.
• Problem-solving skills: Ability to diagnose and resolve basic technical issues. You will need to be able to prioritize the most important situations.
• Customer-oriented and cool-tempered.
• Ability to work in a team and communicate effectively.

Language skills : English Full Professional Proficiency, German is considered a big plus.

As a technology and business partner, MHP has been digitizing the processes and products of its around 300 mobility and manufacturing sector customers worldwide for 29 years. For the management and IT consultancy, one thing is certain: digitization is one of the biggest levers on the path to a better tomorrow. Headquartered in Germany, the consultancy operates internationally and counts around 4,800 MHP employees., At MHP, continuous growth is part of the journey. We are at the forefront of digital transformation in the automotive sector. We offer an innovative, collaborative environment that supports both personal and professional development-making us an ideal partner for your career. Whether you're looking for expert input or opportunities to expand your network, you'll find both here.