We are a technology services integration company focused on delivering solutions based on emerging information technologies, with products and services that contribute to the development and improvement of various sectors across industry and government. **Join our team and discover new opportunities!** ### **Second-Level Technical Support Coordinator** **Key purpose of the position:** Coordinate technical support staff to address incidents and/or requests through work plans, ensuring compliance with service-level agreements offered to each client. **Selection criteria:** * Bachelor’s degree in Engineering, Information Technology, Computer Systems, Telecommunications, or related field. **A degree certificate is mandatory.** * Minimum 3 years of experience in similar positions. * Experience managing work teams. * Knowledge of ITIL v3 or v4. **Key responsibilities:** * Ensure compliance with service-level agreements established for projects. * Perform on-site support activities to resolve reported requests or incidents. * Analyze, address, and resolve requests (tickets) logged in request-management tools, whether submitted by internal staff or the CAS (Customer Assistance Service). * Verify and document that service orders and request records comply with service validation fields. * Confirm the provisioning of spare parts and the processing of spare parts and warranty requests for handling requests. * Validate service orders and records (via the service desk tool) to improve service quality. * Supervise technical staff to ensure execution of processes and/or procedures aimed at improving service quality. **Core competencies:** * Teamwork and collaboration. * Strategic thinking. * Problem solving. * Innovation. * Exceptional customer service. * Effective communication. * Results orientation. **We offer you:** * Gross monthly salary: $17,000 MXN. * Statutory and additional benefits. * Grocery vouchers. * Professional development. * Working hours: Monday to Friday, 9:00 AM to 7:00 PM. * Work location: Benito Juárez Borough. **Do you meet the profile and see this vacancy as your next opportunity? We look forward to your application here!** Our organization fosters a discrimination-free environment. Discrimination is defined as any distinction, exclusion, restriction, or preference—whether intentional or not—that is not objective, rational, or proportionate, and that has the purpose or effect of impeding, restricting, hindering, diminishing, or nullifying the recognition, enjoyment, or exercise of human rights and freedoms, when based on one or more of the following grounds: ethnic or national origin, skin color, culture, sex, gender, age, disabilities, social, economic, health or legal status, religion, physical appearance, genetic characteristics, migration status, pregnancy, language, opinions, sexual preferences, political identity or affiliation, marital status, family situation, family responsibilities, language, criminal record, or any other ground; Discrimination also includes homophobia, misogyny, any manifestation of xenophobia, racial segregation, antisemitism, as well as racial discrimination and other related forms of intolerance. We promote equal opportunity, labor equality, and non-discrimination; therefore, we align with Section III of Article 1 of the Federal Law to Prevent and Eliminate Discrimination (LFPED), or any other condition protected under federal, state, or local laws. We strive to ensure equal employment opportunities throughout our recruitment, selection, hiring, training, and retention processes for all employees; thus, any sexist bias is strictly prohibited, as is requesting medical certificates confirming non-pregnancy or HIV status. For further information, please request our Code of Conduct.