Are you interested in starting or advancing your career in the **Technical Support** area within a technology company? A company specialized in technological solutions is looking for a **Level 1 Technical Support** professional who wants to grow in incident and service request handling, learn about new technologies, and become part of a service-oriented team focused on continuous improvement and user satisfaction. **What will be your mission?** Provide first-level technical support and assistance to users and customers, ensuring the registration, tracking, and resolution of incidents and service requests, maintaining clear and timely communication until closure. ***RESPONSIBILITIES & ACTIVITIES*** **General Technical Support** * Installation and configuration of computers, operating systems, software, and network equipment. * Execution of preventive and corrective maintenance. * Consultation and application of the knowledge base. * Participation in training sessions on new services and technologies. * Keeping users informed about the progress and resolution of their requests. **Service Desk / User Support** * Supporting users through various contact channels (email, phone, chat, etc.). * Providing courteous and professional assistance, focused on user satisfaction. **Incident Management – Level 1** * Receiving, registering, and categorizing incidents. * Performing initial diagnosis and resolving Level 1 incidents. * Appropriate escalation when applicable. * Accurate documentation of incidents and validation of the solution with the user. **Request Management – Level 1** * Receiving, registering, and categorizing service requests. * Validating authorizations when applicable. * Executing the solution and corresponding documentation. * Confirming the solution with the user. ***REQUIRED POSITION PROFILE*** **Education**: Bachelor’s degree or Engineering in Information Technologies, Systems, or related field; degree completed. **Experience:** * Preferred **1 year of experience**, professional internships, or social service in: * Technical Support * Service Desk * IT User Support **Desired Knowledge:** * Basic IT concepts (hardware, software, operating systems). * ITIL Foundation knowledge preferred. * Basic English (A1). **Key Competencies:** * Service orientation and customer focus * Problem analysis and resolution * Organization and follow-up * Results orientation * Teamwork * Learning attitude and openness to change ***COMPENSATION & BENEFITS*** * **Gross monthly salary:** $12,000 to $14,000 (depending on experience and skills) * **Performance bonus:** up to 20% based on KPIs (when applicable) * **Statutory benefits** * Continuous training and professional development opportunities * Job stability at a technology-sector company * **Work Location**: Valle Oriente, San Pedro Garza García. * **Schedule**: Rotating, according to established role. * **Rotating schedules may include:** * Monday to Friday: 7 am – 4 pm | 8 am – 5 pm | 9 am – 6 pm | 10 am – 7 pm | 11 am – 8 pm * Sunday to Wednesday: 7 am – 7 pm | 7 pm – 7 am on remaining days off * Thursday to Saturday: 7 am – 7 pm | 7 pm – 7 am on remaining days off Job Type: Full-time Salary: $12,000.00 – $14,000.00 per month Application Question(s): * Are you available to work the rotating schedule in San Pedro Garza García? * Do you have at least 6 months to 1 year of experience (or professional internships / social service) in Technical Support, Service Desk, or IT User Support? * This position involves direct user support and tracking of incidents and service requests. Do you have experience providing customer service through various channels (phone, email, chat)? Please describe your activities. * The salary range for this position is $12,500 to $15,000 gross per month. Is this range within your expectations? * Do you have knowledge or certification in ITIL Foundation? How many years of experience? Workplace: On-site employment