Job ID-261266

  • 5 days ago
  • Job Applicant : 0

Workplace Engineering Track Associate

Service Desk

Experience 2-3 Years

Mexico City (CDMX), Mexico City (CDMX), Mexico

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Job Skills

Service Desk English, Service Desk, IMS Workplace Services



§  Provide accurate, timely and high quality customer-focused assistance. Responsible for the quality and delivery of technical support to customers on the technology used to deliver support of products and services and of related software to internal employees. 

§  Respond to customers within a designated timeframe with resolution/outcome and ensure customer business needs are met while adhering to ITIL process, corporate standards, and meeting service level agreements.

§  Anticipate, identify, reproduce, and resolve problems in areas of specialty in a professional manner

§  Demonstrate proficiency in the use of latest Windows Operating system and understands Windows naming conventions (file, directory, path, and drives.)

§  Demonstrate the willingness and ability to generate thoughtful, creative approaches to work.



§  Must be able to work the hours of open shift.

§  Basic experience in a Help Desk, Call Center, and Technical Support environment.

§  A knowledge of ServiceNow is preferred or similar ticketing system desired.

§  Demonstrate knowledge in all activities associated with incident, problem, and request resolution management of end user PC hardware and software issues in a Windows operating environment. Having experience with mainframe issues a plus.

§  Experience in the following: Most current Microsoft Windows Operating System as well as Microsoft Office Products.

§  Experience in Remote connectivity via VPN and VDI. 

§  Basic knowledge of TCP/IP as well as Network Hardware, such as routers, switches, hubs, etc. including their functions and capabilities. Microsoft Windows Server technology. 

§  Experience in Remote assistance tools such as Webex/PC Assist or similar tool which is used in most Help Desks to take control of customers PC’s.

§  Experience in home networks and Wi-Fi in an effort to troubleshoot such issues.

§  Experience in Security Administration of Active Directory &/or IBM RACF a plus. Not required for this position but a plus if applicant has experience in employee additions, transfers and deletions. Have experience in creating security groups and also experience in server security access.

§  Must follow ITIL processes and procedures and ITIL framework certification preferred.

§  Ability to work well with others in a team environment including as a member of possible rotational assignments, or as part of a project team


Nice to have


§  Customer service skills or experience

§  Adaptability to new technologies and processes

§  Schedule availability (24*7).

equal opportunity employer

Hexaware is an equal opportunity employer, and makes hiring decisions on the basis of merit and business needs.

Hexaware complies with applicable federal, state, and local laws governing nondiscrimination in employment at every facility and location. Hexaware does not unlawfully discriminate on the basis of race, color, religion, sex (which includes sexual harassment, gender harassment and harassment based on pregnancy, childbirth, or related medical conditions), sexual orientation, creed, citizenship, marital status, age, national origin, ancestry, disability, veteran status, or any other characteristics protected by applicable laws. In addition, the Company prohibits the harassment of any individual on any basis. 

Reasonable accommodation will be made to the physical and mental limitations of qualified applicants, within the constraints imposed by business necessity and reasonable financial costs.

For any reasonable accommodation request or challenges in filling up the job application, please reach-out to

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Workplace Engineering Track Associate



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Our Employee Value Proposition

At Hexaware, you are encouraged to challenge yourself to achieve your potential and propel your growth.

We trust and empower you to disrupt the status quo and innovate for a better future. You will experience an open and inspiring culture that fosters learning and brings talented, passionate, and caring people together

Our Purpose Statement

Creating Smiles through great people and technology

Hexaware Wins 3 Awards at the Brandon Hall Group Awards 2022