DYOPATH
ServiceDeskLevelIIAnalyst
“Service Desk Level II Analyst at DYOPATH. Skills: advanced technical support, troubleshoot and resolve complex incidents, mentoring, customer satisfaction. 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”
What You'll Achieve.
ensuring an exceptional user experience; improving troubleshooting and customer service skills; Ensure timely, accurate resolution of tickets while maintaining a high standard of customer satisfaction; improve service delivery; improving team performance
Industry & Context.
go-to problem solver; digging deeper; resolve complex technical challenges; Troubleshoot and resolve complex incidents; Identify root causes of recurring issues; analytical and problem-solving abilities; solving advanced technical problems
This role is open to applicants in Mexico only.
What They're Looking For.
Must Have
2–4 years of technical support experience, at least 1 year in a service desk environment, Advanced proficiency with: Windows operating systems, Advanced proficiency with: Microsoft Office, Advanced proficiency with: Network troubleshooting, Experience with remote support tools and technologies, analytical and problem-solving abilities, Ability to manage multiple priorities, work both independently and collaboratively
Nice to Have
HDI Support Center Analyst (HDI-SCA), ITIL Foundation, Microsoft 365 Certified: Fundamentals, Microsoft 365 Certified: Endpoint Administrator Associate, Familiarity with ITIL or similar service management frameworks
What You'll Do.
Provide advanced technical support for escalated issues across desktops
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
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
How You'll Work.
Team & Collaboration
partner with IT teams to implement solutions; work both independently and collaboratively; cross-functional collaboration
Communication Scope
customer service skills; translate technical issues into simple terms
Applying for this Service Desk Level II Analyst role?
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