Position Summary: Nationwide handling, tracking, and resolution of tickets assigned to technicians, including monitoring, assignment, escalation, and inventory control. Key Highlights: 1. Nationwide ticket handling and resolution 2. Monitoring and assignment of tasks to technicians 3. Incident tracking and documentation **POSITION PURPOSE:** Provide handling, tracking, and resolution of customer-submitted tickets assigned to technicians nationwide. **JOB RESPONSIBILITIES:** (Functions and activities) 1\. Initial Handling: Monitor and assign tickets generated through the ticket management system. 2\. Initial Support: Validate geographic zone within Mexico and identify the technician assigned to that zone. 3\. Task Assignment to Zone Technician: Delegate activities based on the incident and/or assigned request. 4\. Incident Escalation: Determine the appropriate moment to escalate an incident when it falls outside the technician’s scope of competence or when the defined resolution time for first-level support—per contractual service levels—has been exhausted. 5\. Incident Tracking: Document updates, resolutions, dates of handling and closure, supplier warranties, and supporting documents validating service delivery and completion, to keep the user informed throughout the incident/request process. 6\. Problem Resolution: Resolve issues, document solutions, guide the on-site technician, and seek solutions for applications authorized by the client, aiming to minimize user response time. 7\. Inventory Control: Manage and control spare parts inventory under your responsibility to ensure prompt incident resolution. 8\. Ongoing Activity: Supervise and evaluate assigned personnel in the zone; provide recommendations for continuous improvement. **CANDIDATE PROFILE:** (General Requirements) 1\. Education: a. High school diploma, technical degree, incomplete university studies, or current student in Communications, Systems, Informatics, Computer Science, or related fields; a completed degree is preferred. 2\. Experience (duration performing such activities): a. Minimum 1 year of experience providing end-user support. b. Preferred: knowledge of digital signage and all components comprising this service. 3\. Training (knowledge and certifications): a. Operating systems, computer hardware, Microsoft application fundamentals, Office suite, email, incident logging, remote connection software, basic networking. ITIL knowledge is preferred. **SKILLS (developed through job experience):** a. Quick comprehension ability b. Responsive capability c. Proactivity d. Integration e. Organization 6\. Corporate Competencies (skills supporting functional efficiency): a. Service-oriented attitude with warmth b. Effective communication c. Teamwork d. Leadership e. Negotiation ability. Employment Type: Full-time, Indefinite-term contract Employment Type: Full-time Salary: $14,000.00 per month Work Location: On-site employment