Job Summary: Coordinate technical support staff to handle incidents and requests, ensuring compliance with service levels agreed upon with clients. Key Highlights: 1. Technical Support Staff Coordination 2. Ensuring Service Level Agreement (SLA) Compliance 3. Resolution of Requests and Incidents We are a technology services integration company specializing in innovative solutions based on the latest information technologies. Our commitment is to contribute to the development and improvement of various sectors across industry and government. · Join our team and discover new opportunities! · ** Second-Level Technical Support Coordinator ** · Key Purpose of the Position: Coordinate technical support staff to address incidents and/or requests through work plans, fulfilling the service levels offered to each client. · Selection Criteria: Bachelor’s degree in Engineering, Information Technology, Computer Systems, Telecommunications, or a related field. A degree certificate is mandatory. Minimum 3 years of experience in similar roles. Experience managing work teams. Knowledge of ITIL v3 or v4. · Key Responsibilities: Ensure compliance with service level agreements established in projects. Execute on-site support activities to resolve reported requests or incidents. Analyze, handle, and resolve requests (tickets) logged in request management tools, whether submitted by internal staff or by the CAS. Verify and document that service orders and request records meet all required service validation fields. Confirm provisioning of spare parts and processing of spare parts and warranty requests for handling requests. Validate completed service orders and request records (via Service Desk tool) to improve service quality. Supervise technical staff to ensure execution of processes and/or procedures aimed at improving service quality. · Core Competencies: Teamwork and collaboration. Strategic thinking. Problem solving. Innovation. Exceptional customer service. Effective communication. Results orientation. · We Offer You: Gross monthly salary: $17000 Statutory and additional benefits. Food vouchers. Professional development. · Working hours: Monday to Friday, 9:00 am to 7:00 pm Work location: Benito Juarez Borough. · Do you meet the profile and see this vacancy as your next opportunity? We look forward to your application here! Our organization fosters a discrimination-free environment. Discrimination is defined as any distinction, exclusion, restriction, or preference—whether intentional or unintentional—that is not objective, rational, or proportionate, and that has the purpose or effect of obstructing, restricting, impeding, diminishing, or nullifying the recognition, enjoyment, or exercise of human rights and freedoms, when based on one or more of the following grounds: ethnic or national origin, skin color, culture, sex, gender, age, disabilities, social, economic, health or legal status, religion, physical appearance, genetic characteristics, migration status, pregnancy, language, opinions, sexual preferences, political identity or affiliation, marital status, family situation, family responsibilities, language, criminal record, or any other ground; Discrimination also includes homophobia, misogyny, any manifestation of xenophobia, racial segregation, antisemitism, as well as racial discrimination and other related forms of intolerance. We promote equal opportunity, labor equality, and non-discrimination; therefore, we have aligned ourselves with Section III of Article 1 of the Federal Law to Prevent and Eliminate Discrimination (LFPED), or any other condition protected under federal, state, or local laws. We aim to provide equal employment opportunities throughout our recruitment, selection, hiring, training, and retention processes for all employees; thus, any sexist bias is strictly prohibited, as is requesting medical certificates confirming non-pregnancy or HIV status.-Requirements- Minimum Education: Higher Education – Bachelor’s Degree 2 years of experience Keywords: resident, supervisor, team leader, assistant manager, responsible person, coordinator, manager, captain, support, support, operative, operational