Technical Support

Description

Position Summary: First- and second-level technical support to ensure the proper functioning of technological systems by resolving hardware, software, and network issues. Key Highlights: 1. First- and second-level technical assistance to users 2. Resolution of hardware, software, and network issues 3. Continuous improvement of technical support processes **NETWORKS GROUP is seeking Technical Support in Santa Maria Magdalena \- Querétaro, Querétaro** ----------------------------------------------------------------------------------------- **Position Objective** To provide first- and second-level technical assistance to company users, resolving issues related to hardware, software, and networks, ensuring the proper functioning of technological systems and contributing to the continuous improvement of technical support processes. **Main Activities and Responsibilities (illustrative, not exhaustive)** * Monitor, respond to, and resolve requests and issues logged in the ticketing/help desk platform, ensuring efficient and timely responses. * Provide first-level support to users by delivering effective solutions to technical issues related to hardware, software, and networks. * Guide users through incident resolution processes—either remotely or on-site—to ensure a satisfactory experience. * Advise and train users on technological best practices, promoting appropriate use of tools and proposing long-term solutions. * Configure computing equipment according to end-user needs and organizational requirements, ensuring optimal performance. * Identify and resolve both basic and complex issues in users’ hardware, software, and networks. * Install software on end-user devices, following specific demands or organizational deployment plans. * Track issues and escalate them to appropriate levels when necessary to ensure prompt resolution. * Prepare periodic reports on incident status, implemented solutions, and changes made, ensuring transparency and traceability. * Perform other tasks assigned by the immediate supervisor within the scope of responsibilities and competencies. **Knowledge Requirements:** * Diagnosis and repair of hardware components. * Proficiency in common operating systems such as Windows, Linux, macOS, and server operating systems such as Windows Server. * Knowledge of data networks (LAN, WAN, Wi\-Fi). * Troubleshooting connectivity issues and IP address management. * Diagnosis and repair of devices such as PCs, printers, scanners, and other peripherals. * Technical support for commonly used applications (Microsoft Office 365, corporate software, collaboration tools such as Teams). * Resolution of issues related to the organization’s specific applications and tools**.** **Skills:** * Ability to quickly identify and diagnose technical problems encountered by users. * Ability to propose effective and practical solutions for technical problems—both hardware and software-related. * Proficiency with ticketing platforms and incident tracking to ensure efficient and timely issue resolution. * Ability to communicate clearly—both verbally and in writing—with both technical and non-technical users. **Desired Education Level:** Bachelor’s degree — currently pursuing **Desired Experience Level:** Entry-level **Departmental Function:** Logistics / Transportation **Industry:** Transportation, Logistics, Supply Chain, and Warehousing **Skills:** * Bachelor’s Degree * Engineering *This vacancy originates from the Talenteca.com job board:* *https://www.talenteca.com/anuncio?j\_id\=69e7d6df5f0000390030e0d5\&source\=indeed*