TIER 1 HELP DESK IT SUPPORT - REMOTE (MEXICO)

HOURS: this is a night shift/weekend role with the following hours available based on the candidates' timezone  PT: 11:00pm - 7:00am MT: 10:00pm - 6:00am CST: 9:00pm - 5:00am EST: 8:00pm - 4:00am Weekends: Required. Two days off are offered during the week, as agreed with the candidate and manager. Nymbus ( https://nymbus.com/ ) isn't just a leader in fintech; we're a community of innovators passionate about reimagining banking. Our award-winning modern core platform and cloud-based technology serve as the backbone for financial institutions eager to modernize and excel. Here, you won't just be part of a tech revolution; you'll be at the helm, driving change. You'll fit right in if you're a creative thinker eager to lessen technical debt and elevate agility for banks and credit unions. Our culture thrives on collaboration, integrity, and a client-first approach. Your journey with us won't simply advance your career; it will offer the chance to shape an industry alongside like-minded professionals. We're excited to consider you a key player in this transformative chapter. Thank you for contemplating a role with Nymbus. POSITION SUMMARY : The Tier 1 Help Desk IT Support will provide operational support for staff and contractors covering Enterprise IT Systems. Daily monitoring of Enterprise systems, including response to an application, operating system, and networking issues, is part of normal day-to-day responsibilities. Some project-based work involvement as a member of a project team and the ability to act independently on small projects is part of regular job duties. This position interacts with multiple technical disciplines, including other system engineers, senior system engineers, and network engineering staff. This position primarily consists of night shift hours and weekends, but may require shifting to days at times for training. ESSENTIAL JOB FUNCTIONS/RESPONSIBILITIES Document and track all support requests and resolutions in the ticketing system. Provide technical support to clients via phone, email, or . Identify, troubleshoot, and resolve IT-related issues. Perform remote or on-site installations, upgrades, and hardware and software repairs. Assist with user account management, password resets, and access permissions. Collaborate with other IT team members to resolve complex issues. Provide training and guidance to end-users on using technology and software. Stay current with the latest technology trends, software updates, and security protocols. Follow IT service management (ITSM) best practices, including incident, problem, and change management. Must be a self-starter in a fast-paced environment and able to work with/manage a range of engineers with diverse skills at differing levels of experience. Demonstrates sensitivity and is flexible to the needs and requirements of the customer. QUALIFICATIONS : Proven experience as an IT Help Desk Support or similar role. Excellent communication and customer service skills. Strong technical knowledge of computer hardware, software, operating systems, and networking. Experience with ticketing systems, remote desktop tools, and diagnostic utilities. Familiarity with ITSM best practices, such as ITIL. Ability to work independently and as part of a team. Strong problem-solving and analytical skills. Ability to multitask and prioritize tasks in a fast-paced environment. Advanced English is a must. SALARY AND BENEFITS : 25,000 - 35,000 MXN 100% remote Vacation days according to law. Vacation bonus: 35% Christmas bonus: 30 days Savings fund: capped by law Grocery coupons: capped by law Major Medical Insurance Life Insurance Come join us!