Orange Peak is a US-based IT services company supporting clients across the United States. We're hiring a bilingual Helpdesk Specialist to provide direct phone and remote technical support to our clients. This is a remote position open to candidates anywhere in Mexico, with preference given to candidates based in Guadalajara.

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
• Background in IT or a related field (degree, certification, or coursework in IT, computer science, or similar). No prior professional experience necessary, full training provided
• 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 Microsoft 365 administration (user management, licensing, basic tenant settings)

Compensation & details

• Salary: starts at $1,000 USD/month (approx. 17,000 MXN, subject to exchange rate), with room to grow based on experience
• Schedule: Full-time, Monday–Friday, 6:00am–3:00pm Pacific Time
• Location: Remote (Mexico)
• 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.