IT Support Analyst/Engineer (Level 2)

Description

Job Summary: We are seeking a support technician to handle, diagnose, and resolve support tickets; monitor systems; document procedures; and manage users, with experience in high-demand environments. Key Highlights: 1. Support ticket handling, diagnosis, and resolution (Levels 1 and 2) 2. Monitoring of systems, services, and operational processes 3. Assistance in implementing improvements and active projects **Main Responsibilities** \-Support ticket handling, diagnosis, and resolution (Levels 1 and 2\) \-Tracking of critical incidents and timely escalation 3 Monitoring of systems, services, and operational processes \-Documentation of solutions, procedures, and configurations \-Assistance in implementing improvements and active projects \-User, access, and permission management \-Identification of operational risks and proposal of improvements **Required Technical Knowledge** End-user technical support (hardware, software, network) Database queries (basic/intermediate SQL) Basic network administration (LAN/WAN, connectivity) Windows operating systems (client and basic server) Ticket management tools (Service Desk) Active Directory administration (desirable) **Required Experience** 2–4 years in technical support or help desk roles Experience in high-demand operational environments Ability to handle multiple incidents simultaneously Work location: Santa Clara, Ecatepec Salary negotiable between 19,000 and 21,000 Statutory benefits Salary: $19,000\.00 \- $21,000\.00 per month Workplace: On-site employment