Technical Support Engineer

Description

Job Summary: We are seeking a Level 2 Technical Support Engineer to provide on-site user support, operational support, and incident resolution in corporate and production environments, with a focus on operational continuity and user satisfaction. Key Highlights: 1. On-site and remote technical support to end users in corporate environments. 2. Resolution of second-level hardware, software, and connectivity incidents. 3. Maintenance of operational continuity and high user satisfaction. TechDC Telecom is a Mexican company specializing in technological solutions and telecommunications infrastructure. Its team consists of engineers and specialists across various IT domains, focused on delivering consulting services, IP telephony, development, cybersecurity, and technology infrastructure implementation for enterprises and organizations. Level 2 Technical Support Engineer specialized in on-site user support, operational support, and incident resolution in corporate and production environments. Experience providing on-site and remote technical support to end users, diagnosing hardware/software failures, basic network support, and technical escalation. Focused on maintaining operational continuity, efficient response times, and high levels of user satisfaction. Intermediate level, with: 2–4 years of experience in corporate technical support. Experience supporting users in offices, plants, call centers, or production environments. Ability to resolve incidents without full dependence on higher-tier support. Required Technical Knowledge: * Operating Systems * Windows 10/11 * Basic/Intermediate Windows Server * Active Directory administration * User support * Equipment installation and configuration * Hardware and peripheral diagnostics * Remote and on-site support * Ticketing systems and SLAs * Networks and connectivity * Basic/Intermediate TCP/IP * IP configuration * Network diagnostics * Basic Wi-Fi and structured cabling * Network printers * Common tools * Microsoft 365 * Outlook * Teams * AnyDesk / TeamViewer / Remote Desktop * Service Desk (GLPI, ServiceNow, Zendesk, Jira, or similar) * Infrastructure * IP telephony support * Basic support for switches and APs * IT asset inventory and management * Ideal experience in plant environments * Direct support to operational and administrative users. * Support in mission-critical operational environments. * Incident handling under pressure. * Availability for on-site visits. * Coordination with infrastructure and systems teams. Main Responsibilities: * Handle hardware, software, and connectivity incidents. * Diagnose and resolve second-level failures. * Escalate complex issues to higher tiers. * Maintain operational equipment and workstations. * Document tickets and solutions. * Follow up with users until closure. * Configure accounts, access rights, and permissions. * Assist in deploying new equipment and IT projects. Important Skills: * Excellent user interaction skills. * Patience and clear communication. * Prioritization ability. * Working under pressure. * Service-oriented attitude. * Sense of urgency. * Organization and follow-up Work Location: On-site employment