Job 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 required by operations) Position Objective: To provide first-level technical support to end users, efficiently and documentedly resolving incidents and common requests, ensuring timely, high-quality service in accordance with established service level agreements (SLAs). Requirements: - Gender: Not specified. - Hiring: Immediate. - Age: 25 to 45 years. - Education: CONALEP Technical Degree, TSU (Technological Superior University), Engineering degree, or related field. - Experience: Minimum one year of verifiable experience. - Personal vehicle and valid driver’s license. \-Mandatory\- - Willingness to travel and flexibility regarding 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. Key Responsibilities: * Receive, log, and categorize requests and incidents via telephone, email, portal, or chat. * Provide basic solutions to issues involving hardware, software, network connectivity, account access, email, printers, etc. * Timely escalation of incidents unresolved at the first level to appropriate support teams (Level 2, Level 3). * Track escalated cases to resolution while keeping the user informed. * Accurately document each case in the IT Service Management (ITSM) tool. * Deliver guided remote support to users via telephone or remote control tools. * Meet response and resolution time targets defined in SLAs. * Participate regularly 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: * 0–2 years of experience in similar technical support or help desk roles. * Professional internships or social service in IT departments are valued. Basic Technical Knowledge: * Windows client operating systems, Office 365, web browsers, and antivirus software. * Basic connectivity (Wi-Fi, LAN, VPN). * Use of ticketing tools (e.g., ServiceNow, Remedy). * Remote access tools (e.g., TeamViewer, AnyDesk). Skills: * Customer orientation and service mindset. * Ability to independently resolve problems. * Strong verbal and written communication skills. * Organizational ability and multitasking proficiency. * 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 (via surveys). * Adherence to procedures and documentation quality. Employment Type: Full-time Salary: $12,421.00 MXN per month Benefits: * Complimentary uniforms Work Location: On-site employment