CSC Generation
CSC Generation
CSC Generation is a retail technology company using automation and artificial intelligence to support revenue growth and unit-margin management across retail, ecommerce, and wholesale operations. Its portfolio spans 325,000 products sold online and attracts more than 10 million monthly page views across its brands, including One Kings Lane and Sur La Table. The company grows its network by acquiring established brands and brings together teams working across retail technology, ecommerce, brand operations, and data-driven business improvement. For job seekers, CSC Generation offers opportunities to contribute to a growing portfolio of consumer brands and retail businesses.

Bilingual IT Service Desk Agent – Onsite in Mexico City

Provide bilingual IT support to CSC Generation users in an onsite Mexico City role. Troubleshoot Windows, hardware, software, network, and Jira Help Desk issues through phone, in-person, remote, and ticket-based support.

Description

  • Manage service desk tickets received through phone calls, email, and voicemail
  • Record, document, and track incidents and service requests in Jira Help Desk
  • Apply established troubleshooting procedures and escalate complex issues to Level 2 or Level 3 support
  • Deliver one-on-one technical assistance to end users by phone and in person
  • Monitor IT systems and network performance
  • Maintain, diagnose, and repair desktop and laptop hardware
  • Install, configure, and maintain software applications
  • Attend team meetings and help improve support processes
  • Develop and maintain internal knowledge base articles and technical documentation
  • Handle user inquiries promptly and professionally
  • Support employee onboarding and offboarding, including access management, software provisioning, and equipment setup or return
  • Deliver technical assistance remotely and onsite
  • Keep current with technology developments, best practices, and security procedures

Requirements

  • Demonstrated knowledge of Windows desktop operating systems and troubleshooting for hardware and software problems
  • Familiarity with common web browsers, Outlook and other email clients, essential business applications, security tools, and antivirus software
  • Strong written and verbal communication abilities
  • Well-developed analytical and diagnostic skills
  • Consistent focus on providing high-quality customer service
  • Ability to collaborate effectively with a team
  • Reliable attendance of at least 98% and consistent compliance with assigned shift schedules
  • Availability to travel within the city and work weekends or outside standard hours when needed
  • Clean disciplinary record with no written warnings
  • Previous help desk or IT support experience is preferred but not required
  • Experience with Jira Help Desk or another ticketing platform is preferred but not required

Benefits

  • Six-month seasonal agreement for the peak season
  • Termination bonus
  • Statutory benefits from the first day
  • Company-provided equipment
  • Training fully paid by the employer
  • One-hour lunch plus two 15-minute breaks
  • Two weekly days off on Friday and Saturday
  • Total Pass access

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