Service Desk Level II Analyst (Mexico) at DYOPATH in Mexico

Join DYOPATH as a Service Desk Level II Analyst Are you energized by solving complex technical challenges and helping people stay connected and productive? DYOPATH is looking for a Service Desk Level II Analyst who brings strong technical expertise, curiosity, and a commitment to delivering exceptional support while mentoring others on the team. Why You’ll Love Working Here Purpose with Passion Join a company whose L.O.V.E. philosophy—Living Our Values Every Day—turns everyday work into meaningful impact. Grow & Thrive From certifications to career paths, DYOPATH invests in your development. Award-Winning Culture Recognized for outstanding IT service—and we bring that same dedication to supporting each other. Fun & Respectful Teamwork A collaborative environment where achievements are celebrated. Benefits 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 Role Overview Location: Remote (Mexico) Schedule: 1st Shift (Flexible Start) Pay Rate: 23,000 MXN Your Mission as a Service Desk Level II Analyst 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 What You Bring to the Team Education & Certifications 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 Experience & Skills 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 Why This Role Stands Out As a Service Desk Level II Analyst, you will be a trusted technical resource, a mentor to others, and a key contributor to delivering world‑class IT support. You’ll collaborate with a dedicated team, strengthen your technical skills, and play a meaningful role in enhancing service operations. Ready to Elevate IT Experiences? If you're excited to tackle complex issues, mentor others, and grow your IT career in a team‑first culture, DYOPATH wants to meet you. Apply now to become our next Service Desk Level II Analyst. This role is open to applicants in Mexico only. Equal Opportunity Employer DYOPATH is committed to a work environment free of all forms of discrimination. DYOPATH recruits and hires without regard to age, color, disability, gender, gender identity, genetic information, marital status, military status, national origin, race, religion, sexual orientation, veteran status, or any other legally protected characteristic. For more information about DYOPATH, please visit our website at www.dyopath.com. The above information has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of the employee assigned to this job.