Orange Peak is a US-based IT services company supporting clients across the United States. We're hiring a bilingual Helpdesk Specialist based in Guadalajara to provide direct phone and remote technical support to our clients. This is a remote position for a candidate who lives in the Guadalajara metro area.

What you'll do

• Answer inbound phone calls and tickets from US-based clients needing IT support
• Troubleshoot common technical issues: password resets, account access, hardware/software problems, network connectivity, printer/peripheral issues, and general end-user support
• Escalate complex issues to senior technicians when needed, with clear documentation
• Log all interactions accurately in our ticketing system
• Follow up with clients to confirm issues are resolved
• Maintain a professional, friendly phone manner at all times

What we're looking for

• Fluent English, spoken and written. You'll be on the phone with US clients daily
• Based in Guadalajara, Jalisco. This is a remote role, but residency in the metro area is required
• Prior experience in IT helpdesk, technical support, or a call center environment
• Comfortable troubleshooting Windows and/or Mac operating systems, common business software, and basic networking concepts
• Strong communication skills and patience with non-technical users
• Reliable home internet connection and a quiet workspace suitable for phone-based work
• Self-motivated and comfortable working independently in a remote setting

Nice to have

• IT certifications (CompTIA A+, Network+, or similar)
• Experience supporting US-based clients or working in a US time zone
• Familiarity with common ticketing/helpdesk software (Zendesk, Freshdesk, ConnectWise, etc.)

Compensation & details

• Salary: MXN $13,000–$15,000/month, depending on experience
• Schedule: Full-time, Monday–Friday (US business hours)
• Location: Fully remote; must reside in Guadalajara metro area
• Employment and payroll are administered through a third-party Employer of Record (EOR) on Orange Peak's behalf, in full compliance with Mexican labor law, including IMSS, INFONAVIT, Aguinaldo, vacation premium, and all statutory benefits.