Level 1 POS Technical Support

Description

Position Summary: Provide first-level technical support, efficiently and documentedly resolving incidents and requests, ensuring timely and high-quality service. Key Highlights: 1. First-level technical support 2. Efficient incident resolution 3. Timely and high-quality service Position Profile: Corrective Technical Support (POS) Position Title: Corrective Technical Support (POS) Department: Service Desk Reports To: Support Supervisor Location: Office / Remote / Hybrid Schedule: Full-time / Shifts (as per operations) Position Objective: Provide first-level technical support to end users, efficiently and documentedly resolving common incidents and requests, ensuring timely and high-quality service in accordance with established service level agreements. Requirements: \- Gender: Not specified. \- Hiring: Immediate. \- Age: 25 to 45 years old. \- Education: CONALEP Technician, TSU, Engineering degree or related field. \- Experience: Minimum one year, verifiable. \- Own vehicle and valid driver's license. \-Mandatory\- \- Availability for travel and flexible working hours. Required Knowledge: \- Solid knowledge of software support and applications. \- Hardware and software fault diagnosis. \- Desired experience and knowledge in specialized systems such as CCTV, fire alarm, access control, intrusion detection, audio systems, and networks. Main Responsibilities: * Receive, register, and categorize requests and incidents via phone, email, portal, or chat. * Provide basic solutions to issues related to hardware, software, network, access credentials, email, printers, etc. * Escalate incidents unresolved at Level 1 promptly to corresponding support groups (L2, L3\). * Track escalated cases until resolution, keeping the user informed. * Accurately document each case in the management tool (ITSM). * Provide guided remote support to users (via phone or remote control tools). * Meet response and resolution timeframes defined in SLAs. * Participate periodically in technical training and update sessions. * Identify and report recurring patterns or incidents for root cause analysis. Position Requirements: Education: * Technical diploma or incomplete/completed bachelor’s degree in Systems, Informatics, Computer Science, or related field. Experience: * 0 to 2 years of experience in similar technical support or help desk roles. * Professional internships or social service in IT departments is valued. Basic Technical Knowledge: * Windows operating systems (client), Office 365, web browsers, and antivirus software. * Basic connectivity (WiFi, LAN, VPN). * Ticketing tools (ServiceNow, Remedy, etc.). * Remote access tools (TeamViewer, AnyDesk, etc.). Skills: * Customer orientation and service attitude. * Ability to independently solve problems. * Strong verbal and written communication skills. * Organizational skills and ability to manage multiple tasks. * Ability to work under pressure. Performance Indicators (KPIs): * First-contact resolution rate. * Average initial response time. * Number of tickets closed per shift. * User satisfaction level (surveys). * Adherence to procedures and documentation quality. Position Type: Full-time Salary: $13,383\.00 per month Benefits: * Free uniforms Workplace: On-site employment