Service Desk Level II Analyst (Mexico)

Are you the go-to problem solver when tech issues get complicated? Do you enjoy digging deeper, mentoring others, and delivering high-quality solutions?

DYOPATH is looking for a Service Desk Level 2 Analyst who thrives on resolving complex technical challenges, supporting team growth, and ensuring an exceptional user experience.

• Purpose with Passion – Our L.O.V.E. philosophy—Living Our Values Every Day—makes your work meaningful.
• Grow & Thrive – We invest in your certifications, skills, and long-term career development.
• Award-Winning Culture – We’re known for delivering top-tier IT service—and that excellence starts internally.
• Collaborative & Supportive Team – Work with smart, driven teammates who celebrate wins together.

• Location: Remote
• Schedule: 1st Shift (7a-4p CST); Saturday to Wednesday 
• Pay Rate: 23,000-25,000 MXN (monthly)

• Provide advanced technical support for escalated issues across desktops, laptops, printers, mobile devices, software, and networks
• Troubleshoot and resolve complex incidents, escalating to specialized teams when necessary
• Identify root causes of recurring issues and partner with IT teams to implement solutions
• Mentor and support Level 1 analysts, helping improve troubleshooting and customer service skills
• Ensure timely, accurate resolution of tickets while maintaining a high standard of customer satisfaction
• Conduct follow-ups with users to confirm issues are fully resolved
• Continuously expand your technical expertise through certifications and hands-on learning
• Contribute to special projects and initiatives to improve service delivery

• Associate or Bachelor’s degree in Computer Science or a related field preferred
• Preferred certifications (or working toward):
  • HDI Support Center Analyst (HDI-SCA)
  • ITIL Foundation
  • Microsoft 365 Certified: Fundamentals
  • Microsoft 365 Certified: Endpoint Administrator Associate

• 2–4 years of technical support experience, with at least 1 year in a service desk environment
• Strong customer service skills with the ability to translate technical issues into simple terms
• Advanced proficiency with:
  • Windows operating systems
  • Microsoft Office
  • Network troubleshooting
• Experience with remote support tools and technologies
• Familiarity with ITIL or similar service management frameworks
• Strong analytical and problem-solving abilities
• Ability to manage multiple priorities and work both independently and collaboratively

• Be the escalation expert solving complex technical challenges
• Play a key role in improving team performance through mentoring
• Make a direct impact on user productivity and experience
• Gain exposure to advanced troubleshooting and cross-functional collaboration

If you’re passionate about solving advanced technical problems, mentoring others, and making a real impact, DYOPATH wants you on the team. Apply today to become our next Service Desk Level 2 Analyst!