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Job Summary: Provide timely and efficient technical support to users and systems by addressing incidents and requests to ensure operational continuity and proper functioning of the technological infrastructure. Key Highlights: 1. On-site and remote technical support to users 2. Technical incident diagnosis and resolution 3. Preventive and corrective equipment maintenance **Job Objective** Provide timely and efficient technical support to users and systems by addressing incidents and requests under on-call duty arrangements, ensuring operational continuity and proper functioning of the technological infrastructure. **Responsibilities** * Address hardware, software, network, and access-related technical incidents. * Provide remote and/or on-site technical support as required. * Diagnose, document, and track support tickets. * Resolve issues related to computing equipment, operating systems, and applications. * Escalate incidents to higher support levels when appropriate. * Conduct scheduled visits or respond to urgent incidents. * Ensure appropriate response times according to incident criticality. * Maintain clear communication with users and involved departments. **Requirements** * Technical degree or Bachelor’s degree in Systems, Computer Science, Information Technology or related field (completed or incomplete). * Minimum 1–3 years of experience in technical support. **Technical Knowledge:** * User support (on-site and remote) * Windows operating systems * Hardware and software diagnostics * Basic networking (connectivity, VPN, internet, etc.) * Ticketing system tools * Preventive and corrective maintenance of computing equipment **Competencies:** * High sense of responsibility * Excellent service attitude * Problem-solving and responsiveness capability * Organization and follow-up skills * Ability to work under pressure **Schedule Availability (MANDATORY)** This position requires availability to provide technical support on an on-call, as-needed basis. **Availability Schedule:** * Monday to Friday: 8:00 PM to 5:00 AM * Saturdays and Sundays: 24-hour availability ***Important:*** The schedule follows an on-demand on-call model; therefore, activities will be performed only when incidents or requests arise. **We Offer** * Salary: 100% nominal * Direct employment by the company * + 12 vacation days * 15 days of year-end bonus * 25% vacation premium * + SGMM + Life insurance * Work location: Metepec We value diversity and firmly believe in equal opportunities for all. We are committed to creating an inclusive environment where every individual can contribute their talent and potential, regardless of origin, gender, age, sexual orientation, gender identity, physical ability, or any other personal characteristic
