Technical Support Analyst

Description

Job Summary: Provide timely and efficient technical support to users and systems by addressing incidents and requests, ensuring operational continuity and proper functioning of the technology infrastructure. Key Highlights: 1. Handle hardware, software, network, and access technical incidents. 2. Provide remote and/or on-site technical support as required. 3. Diagnose, document, and track support tickets. **Job Objective** Provide timely and efficient technical support to users and systems by addressing incidents and requests, ensuring operational continuity and proper functioning of the technology infrastructure. **Responsibilities** * Handle hardware, software, network, and access technical incidents. * Provide remote and/or on-site technical support as required. * Diagnose, document, and track support tickets. * Resolve issues related to computing equipment, operating systems, and applications. * Escalate incidents to higher support levels when appropriate. * Conduct scheduled visits or respond to urgent incidents. * Ensure appropriate response times according to incident criticality. * Maintain clear communication with users and involved departments. **Requirements** * Technical diploma or Bachelor’s degree in Systems, Computer Science, Information Technology, or related field (completed or incomplete). * Minimum 1–3 years of technical support experience. **Technical Knowledge:** * User support (in-person and remote) * Windows operating systems * Hardware and software diagnostics * Basic networking (connectivity, VPN, internet, etc.) * Ticketing system tools * Preventive and corrective maintenance of computing equipment **Competencies:** * Strong sense of responsibility * Excellent service attitude * Problem-solving and responsive capabilities * Organization and follow-up skills * Ability to work under pressure **We Offer** * Salary: 100% nominal * Direct employment with the company * 12 vacation days * 15-day year-end bonus * 25% vacation premium * SGMM (Mexican Social Security Institute) * Life insurance * Work location: Metepec * Schedule: Rotating 8-hour shifts We value diversity and firmly believe in equal opportunity for all. We are committed to creating an inclusive environment where every individual can contribute their talent and potential, regardless of origin, gender, age, sexual orientation, gender identity, physical ability, or any other personal characteristic