Workplace Engineering Track Associate

The Workplace Engineering Track Associate provides technical support, system maintenance, and customer service to ensure hardware and software are functioning correctly.

Mexico
Posted Nov 4, 2026

INDUSTRYCustomer Service & SupportTechnical SupportIT Support & Networking

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Responsibilities

Respond to incoming service requests via phone, email, or chat in a timely and professional manner.
Diagnose and troubleshoot hardware, software, and network issues.
Provide step-by-step instructions to resolve technical problems.
Escalate unresolved issues to higher-level support teams as needed.
Document all service requests and resolutions in the ticketing system.
Provide excellent customer service by maintaining a positive, empathetic, and professional attitude toward users.
Follow up with users to ensure their technical issues are resolved to their satisfaction.
Educate users on best practices and preventative measures to avoid future technical issues.
Assist in the setup, configuration, and maintenance of computer systems and peripherals.
Perform routine system maintenance tasks such as software updates, backups, and security checks.
Monitor system performance and report any irregularities or potential issues.
Stay updated with the latest technology trends, tools, and best practices.
Participate in training sessions to improve technical skills and knowledge.
Assist in creating and maintaining user guides and technical documentation.

Skills

experience as a Service Desk Agent or in a similar technical support roleStrong knowledge of computer hardware, software, and network troubleshootingFamiliarity with Windows, macOS, and Linux operating systemsProficiency in using ticketing systems and remote support toolsExcellent problem-solving and analytical skillsStrong communication and interpersonal skillsAbility to work independently and as part of a teamCustomer-focused with a commitment to providing high-quality service

Full description

Key Responsibilities:Technical Support:Respond to incoming service requests via phone, email, or chat in a timely and professional manner.Diagnose and troubleshoot hardware, software, and network issues.Provide step-by-step instructions to resolve technical problems.Escalate unresolved issues to higher-level support teams as needed.Document all service requests and resolutions in the ticketing system.Customer Service:Provide excellent customer service by maintaining a positive, empathetic, and professional attitude toward users.Follow up with users to ensure their technical issues are resolved to their satisfaction.Educate users on best practices and preventative measures to avoid future technical issues.System Maintenance:Assist in the setup, configuration, and maintenance of computer systems and peripherals.Perform routine system maintenance tasks such as software updates, backups, and security checks.Monitor system performance and report any irregularities or potential issues.Training and Development:Stay updated with the latest technology trends, tools, and best practices.Participate in training sessions to improve technical skills and knowledge.Assist in creating and maintaining user guides and technical documentation.Required Skills and Qualifications:Proven experience as a Service Desk Agent or in a similar technical support role.Strong knowledge of computer hardware, software, and network troubleshooting.Familiarity with Windows, macOS, and Linux operating systems.Proficiency in using ticketing systems and remote support tools.Excellent problem-solving and analytical skills.Strong communication and interpersonal skills.Ability to work independently and as part of a team.Customer-focused with a commitment to providing high-quality service.Preferred Qualifications