[Hiring] 1st Line IT Support Engineer @Texaport

Role Description

To support our growing client base in the Americas, we are seeking a 1st Line Support Engineer based in Mexico to provide front-line technical support to users across the region. As a 1st Line Support Engineer, you will be the first point of contact for client IT issues, delivering professional, friendly and effective technical support via ticketing system, phone and remote support tools. You will work closely with Texaport’s UK-based senior engineering teams, escalating issues where appropriate and ensuring excellent customer service at all times. This role is ideal for someone early in their IT career who enjoys customer-facing support, structured problem-solving and developing their technical skills within a global MSP environment.

Key Responsibilities

• Technical Support & Service Delivery
  • Respond to client requests for technical assistance via the service desk ticketing system, phone and remote sessions
  • Diagnose and resolve basic hardware, software, Microsoft 365, endpoint and user account issues
  • Take ownership of tickets, ensuring regular communication and timely resolution within agreed SLAs
  • Escalate incidents to 2nd and 3rd Line teams when required, providing clear notes and troubleshooting steps
  • Follow standard help desk procedures and ITIL-aligned workflows
• Systems & Administration
  • Perform user onboarding and offboarding tasks (accounts, permissions, licences, devices)
  • Assist with endpoint setup, configuration and troubleshooting (laptops, desktops, peripherals)
  • Carry out routine checks and basic maintenance tasks as directed
  • Accurately log all actions, updates and resolutions within the service desk system
• Documentation & Collaboration
  • Create and update knowledge base articles, FAQs and client documentation
  • Collaborate with colleagues, vendors and third parties to resolve incidents
  • Contribute to continual improvement of service desk processes and customer experience

Working Hours

• Core working hours aligned to Americas time zones
• Role supports clients primarily in North and South America, with handover to UK teams as required

Practical Requirements

• A home office or suitable working environment
• A stable internet connection suitable for remote support, voice calls and video meetings

Qualifications

• 1–2 years’ experience in a 1st Line / IT Support / Helpdesk role
• Strong customer service skills with the ability to explain technical issues clearly to non-technical users
• Experience supporting Windows environments and common business applications
• Familiarity with ticketing systems and SLA-driven support environments
• Strong written and verbal communication skills

Language Requirements

• Fluent Spanish (spoken and written)
• Advanced English (spoken and written) – essential for internal collaboration and documentation

Desirable (Not Essential)

• Exposure to Microsoft 365, Azure AD / Entra ID or Active Directory
• Basic understanding of networking concepts (DNS, DHCP, VPNs)
• MSP experience or multi-client support background
• Interest in developing towards 2nd Line, cloud or cyber security roles

Personal Attributes

• Customer-focused, patient and empathetic approach
• Well organised and able to manage multiple tickets effectively
• Eager to learn, develop and take on feedback
• Comfortable working remotely as part of an international team

Benefits

• Opportunity to work for a global MSP with international exposure
• Clear career progression pathways aligned to Texaport’s engineering roadmap
• Training, mentoring and certification support
• Collaborative and supportive team culture
• Competitive local compensation based on experience