Job Profile: Corrective Technical Support (POS) Job Title: Corrective Technical Support (POS) Department: Service Desk Reports To: Support Supervisor Location: Office / Remote / Hybrid Schedule: Full-time / Shifts (as per operational requirements) Job Objective: To provide first-level technical support to end users, efficiently and accurately resolving common incidents and requests while maintaining proper documentation, 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 Technician, TSU, Engineering degree, or related field. - Experience: Minimum one year, verifiable. - Valid driver’s license and personal vehicle. \-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. Key Responsibilities: * Receive, log, and categorize requests and incidents via phone, email, portal, or chat. * Provide basic solutions to issues related to hardware, software, network connectivity, access credentials, email, printers, etc. * Timely escalation of incidents unresolved at Level 1 to appropriate support groups (Level 2, Level 3). * Track escalated cases until resolution, keeping the user informed. * Accurately document each case in the IT Service Management (ITSM) tool. * Deliver guided remote support to users (via phone or remote control tools). * Meet defined SLA response and resolution timeframes. * Participate regularly in technical training and upskilling sessions. * Identify and report recurring patterns or incidents for root cause analysis. Job 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 experience in IT departments is valued. Basic Technical Knowledge: * Windows operating systems (client-side), Office 365, web browsers, and antivirus software. * Basic connectivity (Wi-Fi, LAN, VPN). * Familiarity with ticketing tools (e.g., ServiceNow, Remedy, etc.). * Remote access tools (e.g., TeamViewer, AnyDesk, etc.). Skills: * Customer orientation and service-minded attitude. * Ability to independently resolve 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 (via surveys). * Adherence to procedures and documentation quality. Employment Type: Full-time Salary: $12,421.00 per month Benefits: * Complimentary uniforms Work Location: On-site employment