Level 2 Technical Support

Description

Job Summary: We are seeking a Level 2 Technical Support specialist to ensure the proper operation of equipment, systems, and networks, guaranteeing operational continuity and SLA compliance. Key Responsibilities: 1. Timely incident response and analysis of complex failures. 2. Ensuring availability of infrastructure and critical services. 3. Implementation of cybersecurity policies. A growing and expanding company is seeking Level 2 Technical Support personnel to ensure the correct operation of computer equipment, telephone systems, networks, and technological tools. Provide **Level 2 technical support**, ensuring timely incident resolution, operational continuity of call center technology services, and adherence to established SLAs. Responsibilities: * Address and resolve technical incidents escalated from Level 2\. * Analyze complex hardware, software, network, and system failures. * Restore critical services in the shortest possible time. * Identify root causes of recurring incidents. * Propose corrective and preventive actions. * Document applied technical solutions. * Ensure availability of infrastructure and critical services. * Execute immediate actions in response to failures impacting operations. * Meet established incident response and resolution timeframes. * Contribute to achieving the IT department’s KPIs. * Report deviations or risks of non-compliance. * Apply cybersecurity policies and guidelines. * Perform basic hardening configurations where applicable. * Report information security incidents. * Percentage of tickets addressed and resolved within SLA-defined timeframes. **Education:** * Technical degree or bachelor’s degree in Systems, Computer Science, Computing, or related field (completed or incomplete). * Technical English (basic reading proficiency, desirable). **Technical Knowledge:** End-user technical support, user centralization, operating systems (Windows/Linux), server knowledge, hardware and peripherals, preventive and corrective maintenance, basic and intermediate networking, helpdesk tool usage. **We Offer:** * Monthly salary of $12,590, commensurate with experience. * Statutory benefits: IMSS registration, vacation days, vacation bonus, and year-end bonus as stipulated by law. * Subsidized cafeteria service for our employees. * On-site specialized medical services available to our employees. **Monday to Friday, 12:00 PM to 9:00 AM / Rotating Saturdays and Sundays, 8:00 AM to 4:00 PM.** **IF YOU ARE INTERESTED IN THIS POSITION, APPLY THROUGH THIS CHANNEL.** Salary: $12,500\.00 \- $12,590\.00 per month Benefits: * Savings fund * Cafeteria service Work Location: On-site employment