Key Facts

Remote From:

Mexico

Category: Help Desk Technician

Full time

Mid-level (2-5 years)

English

Hard Skills

Microsoft 365 Remote Technical Support Network Troubleshooting Microsoft Operating Systems Hardware Support Incident Management Desktop Support Root Cause Analysis Information Technology Infrastructure Library Device Management +2 more

Other Skills

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Troubleshooting (Problem Solving)
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Analytical Skills
•
Multitasking
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Time Management
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Teamwork
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Customer Service
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Mentorship
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Problem Solving

Roles & Responsibilities

Associate or Bachelor's degree in Computer Science or a related field preferred
HDI Support Center Analyst (HDI-SCA)
ITIL Foundation
Microsoft 365 Certified: Fundamentals

Requirements:

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
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

DYOPATH

About DYOPATH

DYOPATH, a leading Managed Service Provider (MSP) was founded to empower organizations by delivering trusted IT solutions that are grounded in accountability resulting in exceptional customer service. With locations in Houston, TX and Chicago, IL, we help our clients focus on what they do best by providing unparalleled support and services. Rob Koch, CEO of Single Path (founded 2003) and Chuck Orrico, CEO of DYONYX (founded 1996) created the opportunity to drive more value in the organizations they created by merging to form DYOPATH on March 1, 2020. By bringing together two industry leaders, the merger created one of the largest privately held MSPs in the US today. DYOPATH helps organizations across all industries manage their risk, technology and people more effectively with an unparalleled delivery of exceptional customer service. The combined company has an enhanced scale and an even stronger position in the fast-growing MSP and MSSP (managed security service provider) marketplaces. We work with the single purpose of helping our clients combat the ongoing increase of cyber threats, the growth in more complex IT environments and the ever-increasing human capital shortages. No matter the industry, from education and energy to federal agencies, we are here to help our clients use the power of our “business first” approach, resulting in efficiency gains. DYOPATH has a US based Network Operations Center (NOC) and Service Desk. DYOPATH – through its origins under Single Path and DYONYX, has been serving clients since 1996. We place emphasis on exceptional customer service, which has resulted in high client retention and long-term client relationships. We also have best-in-class client satisfaction scores that are consistently well above industry standards. DYOPATH'S belief in long-term relationships and our dedication to solving our clients’ biggest challenges remain the cornerstone of our 24-year longevity.

Company type: SME

Founded: 2018

Company size: 501 - 1000

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Job description

Join DYOPATH as a Service Desk Level 2 Analyst

Are you the go-to problem solver when tech issues get complicated? Do you enjoy digging deeper, mentoring others, and delivering high-quality solutions?

DYOPATH is looking for a Service Desk Level 2 Analyst who thrives on resolving complex technical challenges, supporting team growth, and ensuring an exceptional user experience.

Why You’ll Love Working Here

Purpose with Passion – Our L.O.V.E. philosophy—Living Our Values Every Day—makes your work meaningful.
Grow & Thrive – We invest in your certifications, skills, and long-term career development.
Award-Winning Culture – We’re known for delivering top-tier IT service—and that excellence starts internally.
Collaborative & Supportive Team – Work with smart, driven teammates who celebrate wins together.

Role Overview

Location: Remote
Schedule: 1st Shift (7a-4p CST); Saturday to Wednesday
Pay Rate: 23,000-25,000 MXN (monthly)

Your Mission as a Service Desk Level 2 Analyst

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
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
Ensure timely, 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

What You Bring to the Team

Education & Certifications

Associate or Bachelor’s degree in Computer Science or a related field preferred
Preferred certifications (or working toward):
- HDI Support Center Analyst (HDI-SCA)
- ITIL Foundation
- Microsoft 365 Certified: Fundamentals
- Microsoft 365 Certified: Endpoint Administrator Associate

Experience & Skills

2–4 years of technical support experience, with at least 1 year in a service desk environment
Strong customer service skills with the ability to translate technical issues into simple terms
Advanced proficiency with:
- Windows operating systems
- Microsoft Office
- Network troubleshooting
Experience with remote support tools and technologies
Familiarity with ITIL or similar service management frameworks
Strong analytical and problem-solving abilities
Ability to manage multiple priorities and work both independently and collaboratively

Why This Role Rocks

Be the escalation expert solving complex technical challenges
Play a key role in improving team performance through mentoring
Make a direct impact on user productivity and experience
Gain exposure to advanced troubleshooting and cross-functional collaboration

Ready to Elevate Your IT Career?

If you’re passionate about solving advanced technical problems, mentoring others, and making a real impact, DYOPATH wants you on the team. Apply today to become our next Service Desk Level 2 Analyst!

This role is open to applicants in Mexico only.

Equal Opportunity Employer

DYOPATH is committed to a work environment free of all forms of discrimination. DYOPATH recruits and hires without regard to age, color, disability, gender, gender identity, genetic information, marital status, military status, national origin, race, religion, sexual orientation, veteran status, or any other legally protected characteristic. For more information about DYOPATH, please visit our website at www.dyopath.com. The above information has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of the employee assigned to this job.

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