Enterprise Service Desk Agent

About Oportun: Oportun (Nasdaq: OPRT) is a mission-driven financial services and financial technology trailblazer dedicated to empowering its members with intelligent borrowing, saving, and automated budgeting tools. By offering responsible, affordable, and inclusive credit models, we have successfully disbursed more than $21.3 billion in credit and saved our members over $2.5 billion in predatory interest fees. We operate on a foundation of equity, diverse representation, and technical excellence, providing a high-trust digital ecosystem where every professional can thrive while expanding access to financial mainstream opportunities.

Position Overview

We are seeking an exceptionally organized, client-centric, and tech-savvy Enterprise Service Desk Agent to join our centralized IT Infrastructure division under a permanent, full-time remote framework open to candidates based anywhere in Mexico. Serving as the primary point of communication for internal employees and global contractors, you will step up to claim absolute incident logging, ticket categorization, and technical issue troubleshooting accountability to ensure minimal business friction. Shifting entirely away from cold telesales calling, non-technical customer chats, or simple bookkeeping inputs, you will run an active system diagnostics, hardware profiling, and identity management laboratory—partnering face-to-face with Tier 2 systems administration, Tier 3 network engineering, internal product operations, and remote corporate users. This position requires a bilingual support specialist with 1 to 3 years of help desk exposure who navigates system logs fluidly natively using Technical Support frameworks, evaluates application crash files cleanly within ServiceNow platforms, and directs system restoration tasks confidently to enforce operational Service Level Agreements (SLAs).

Key Responsibilities

• First-Line Technical Incident Response: Act as the initial responder for internal enterprise IT concerns across telephone hotlines, instant messaging portals, and dedicated incident management streams.
• Tier 1 System Troubleshooting: Diagnose, isolate, and remediate software configurations, hardware anomalies, and basic telecommunication dropouts cleanly natively utilizing Technical Support protocols across Windows, macOS, and mobile configurations.
• ServiceNow Ticket Lifecycle Governance: Log, map, and prioritize incoming corporate incidents against an established global Priority Matrix, maintaining pristine chronological documentation traces.
• Escalation Trail Management: Group and route complex server or network bottlenecks smoothly to Tier 2 or Tier 3 systems operations, attaching comprehensive diagnostic telemetry and replication scripts.
• Access Management and Directory Support: Execute basic remote security functions, managing password profiles, setting network access permissions, and evaluating VPN tunnels or Microsoft Exchange folders.
• SLA Compliance Enforcement: Track and evaluate active resolution windows systematically to align ticket completions with established technical compliance metrics and user satisfaction goals.

Required Skills & Qualifications

• A minimum of 1 to 3 years of verified professional history operating within an enterprise IT help desk, technical service desk, or corporate workstation support unit.
• Absolute Linguistic Requirement: Masterful bilingual proficiency in both English and Spanish (written and verbal) is required to support cross-regional business populations.
• Direct, practical familiarity utilizing enterprise ticketing and incident lifecycle systems (preferably ServiceNow infrastructure).
• Strong basic understanding of operating systems (Windows OS and macOS) and standard infrastructure directories like Active Directory, Exchange, or corporate VPN clients.
• Proven capacity to manage rotating shifts reliably inside a fast-moving, high-accountability corporate environment.
• Location Context: Position operates under strict remote geographic guidelines open exclusively to technical talent residing within Mexico.

Preferred Strategic Indicators (Nice to Have)

• Prior administrative familiarity handling cloud identity management suites like OKTA, Azure, or advanced Microsoft Exchange panels.
• Possession of an ITIL Foundation certification or equivalent structured service design credentials.
• Hands-on technical troubleshooting experience with Apple Mac terminal layouts and Five9 telecommunication configurations.

What We Offer

• Competitive FinTech Baseline Compensation Package: Structured, experience-calibrated salary framework coupled with comprehensive corporate resources matching the Mexican market.
• Full geographic remote autonomy, enabling you to manage high-tier corporate systems from your optimized home office anywhere in Mexico.
• Immersion within a transparent, low-micromanagement product infrastructure that actively celebrates diversity, equity, and a true sense of team belonging.
• Direct technical mentorship tracks and active exposure to advanced enterprise architectures like cloud-based single sign-on (SSO) and ITIL service paradigms.
• The spectacular career sandbox to accelerate your progression into Systems Administration, Cybersecurity, or Cloud DevOps engineering.