OpenSesame
HelpDeskSupportSpecialist(Mexico)
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Help Desk Support Specialist (Mexico) at OpenSesame. Skills: Technical support, Troubleshooting, User lifecycle management. Investigate technical issues. Troubleshoot technical issues”
What You'll Achieve.
Resolve at least 20 Tier 1 IT support tickets; Complete 100% of user account requests within one business day; Update at least 3 knowledge base articles; Increase to an average of 30 resolved support tickets per week; Maintain a 90% SLA compliance rate; Lead at least one IT onboarding session; Identify at least one recurring technical issue; Sustain an average of 50 resolved support tickets per week; Minimize unnecessary escalations; Maintain high accuracy in logging tickets; Maintain high accuracy in closing tickets; Maintain end-user satisfaction
Industry & Context.
Troubleshooting; Root cause analysis; Investigation
What They're Looking For.
Must Have
Proficiency with OpenSesame’s ticketing system, Proficiency with IT documentation tools, Proficiency with support workflows, Resolve at least 20 Tier 1 IT support tickets, Adherence to internal documentation, Adherence to defined SLA standards, Effective ticket documentation, Accurate issue descriptions, Accurate troubleshooting notes, Accurate resolution details, Resolve an average of 15 IT support tickets per week, Handle hardware issues, Handle software issues, Handle login-related issues, Complete 100% of user account requests within one business day, Gather complete diagnostic information, Document investigation steps, Identify likely causes before escalation, Update at least 3 knowledge base articles, Increase to an average of 30 resolved support tickets per week, Maintain a 90% SLA compliance rate, Lead at least one IT onboarding session, Identify at least one recurring technical issue, Document its impact, Propose a prevention or resolution plan, Provide complete escalation documentation, Troubleshooting performed, Relevant system information, Supporting evidence for engineering assistance, Sustain an average of 50 resolved support tickets per week, Balance ticket resolution with onboarding support, Balance ticket resolution with documentation responsibilities, Consistent SLA adherence, Positive user feedback, Deliver a peer training session, Contribute to one internal IT process improvement initiative, Refine onboarding workflows, Improve support documentation, Enhance triage practices, Streamline hardware deployment processes, Independently resolve the majority of routine support requests, Minimize unnecessary escalations, Full autonomy in managing support, Hardware troubleshooting, Software troubleshooting, User lifecycle management, Identity and access issues, Endpoint support, High accuracy in logging tickets, High accuracy in closing tickets, Continue contributing to team knowledge-sharing, Continue contributing to documentation, Maintain end-user satisfaction, Clear communication, Timely communication, Effective communication, Sound judgment regarding issue prioritization, Sound judgment regarding troubleshooting, Sound judgment regarding escalation decisions
What You'll Do.
Investigate technical issues
Troubleshoot technical issues
Resolve technical issues
Support employee onboarding
Maintain support documentation
Ensure smooth day-to-day operations
Follow a structured troubleshooting process
Provide clear documentation
Provide clear communication
Perform thorough investigation
Escalate issues when appropriate
Demonstrate proficiency with ticketing system
Demonstrate proficiency with IT documentation tools
Demonstrate proficiency with support workflows
Shadow hardware deployment activities
Shadow software deployment activities
Complete workstation setup
Complete user account provisioning
Resolve Tier 1 IT support tickets
Document tickets accurately
Resolve IT support tickets
Update knowledge base articles
Reflect current procedures
Reduce repeat support requests
Identify recurring technical issues
Propose prevention plans
Propose resolution plans
Provide escalation documentation
Sustain ticket resolution
Balance onboarding support
Balance documentation responsibilities
Deliver peer training session
Contribute to IT process improvement initiatives
Refine onboarding workflows
Improve support documentation
Enhance triage practices
Streamline hardware deployment processes
Resolve routine support requests
Minimize unnecessary escalations
Manage support autonomously
Manage hardware troubleshooting
Manage software troubleshooting
Manage user lifecycle management
Manage identity and access issues
Manage endpoint support
Log tickets accurately
Close tickets accurately
Share knowledge with team
Contribute to documentation
Maintain end-user satisfaction
Make troubleshooting decisions
Make escalation decisions
Contribute to team knowledge-sharing
Contribute to process improvements
Contribute to documentation
How You'll Work.
Team & Collaboration
Work across the organization; Collaboration; Cross-functional coordination; Collaboration with Systems Engineering
Communication Scope
Clear documentation; Clear communication; Effective communication; Peer training
Full Job Description
About OpenSesame OpenSesame is disrupting the workforce development industry, leveraging an AI-powered marketplace of more than 50,000 skills courses, complemented by assessments, content authoring, curation, personalized learning pathways, and virtual coaching. eLearning is delivered seamlessly through existing enterprise systems and in the flow of work. More than 2,000 companies, including 150+ of the Global2000, rely on OpenSesame to develop the world’s most productive and admired workforces. www.opensesame.com/about. About the Team The IT team at OpenSesame keeps our employees productive by providing responsive, high-quality technical support. We work across the organization to resolve issues quickly, manage systems efficiently, and continuously improve the employee technology experience. Our team values collaboration, customer focus, and reliability. About the Job As a Help Desk Support Specialist, you’ll be the first point of contact for investigating, troubleshooting, and resolving technical issues, managing user access, and setting up hardware and software. You’ll support employee onboarding, maintain support documentation, and help ensure smooth day-to-day operations across a primarily remote workforce. This role requires strong communication skills, attention to detail, ownership of issues through resolution, and the ability to support non-technical users in a fast-paced environment. Success in this role depends on the ability to independently gather information, follow a structured troubleshooting process, and provide clear documentation and communication throughout the support lifecycle. The ideal candidate is comfortable working through ambiguity, identifying root causes, and performing thorough investigation before escalating issues when appropriate. Performance-Based Objectives Within 30 Days Complete onboarding and demonstrate proficiency with OpenSesame’s ticketing system, IT documentation tools, and support workflows. Shadow hardware and software d
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