Service Desk Level II Analyst (Mexico)

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.

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.

• Location: Remote (Mexico)
• Schedule: 1st Shift (Flexible Start)
• Pay Rate: 23,000 MXN 

• 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

• 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

• 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

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.

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.