Service Desk Level II Analyst (Mexico)

Service Desk Level II Analyst (Mexico)

Remote

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 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.