Level 1 Solution Engineer (POS)

Description

Job Summary: Provide first-level technical support to users by efficiently and documentedly resolving incidents and service requests, ensuring high-quality service. Key Highlights: 1. First-level technical support to end users 2. Efficient resolution of incidents and service requests 3. Opportunities for training and technical upskilling Job Profile: Level 1 Solution Engineer (POS) Job Title: Level 1 Solution Engineer (POS) Department: Service Desk Reports To: Support Supervisor Location: Remote Schedule: Full-time Job Objective: Provide first-level technical support to end users by efficiently and documentedly resolving common incidents and service requests, ensuring timely and high-quality service in accordance with established service level agreements (SLAs). Requirements: \- Gender: Not specified. \- Hiring: Immediate. \- Age: 25 to 45 years old. \- Education: CONALEP Technical Degree, TSU, Engineering degree, or related field. \- Experience: Minimum one year of verifiable experience. \- Own vehicle and valid driver's license. \-Mandatory\- \- Availability for travel and flexible working hours. Required Knowledge: \- Solid knowledge of software support and applications. \- Hardware and software troubleshooting. \- Desired experience and knowledge in specialized systems such as CCTV, fire alarm, access control, intrusion detection, audio systems, and networks. Main Responsibilities: * Receive, register, and categorize requests and incidents via phone, email, portal, or chat. * Provide basic solutions to issues related to hardware, software, network, access, email, printers, etc. * Escalate incidents unresolved at the first level promptly to the corresponding support groups (N2, N3\). * Track escalated cases until resolution, keeping the user informed. * Accurately document each case in the IT service management tool (ITSM). * Deliver guided remote support to users (via phone or remote control tools). * Meet defined response and resolution timeframes per SLAs. * Participate regularly in training and technical upskilling sessions. * Identify and report recurring patterns or incidents for root cause analysis. Job Requirements: Education: * Technical diploma or incomplete/completed bachelor’s degree in Systems, Informatics, Computer Science, or related field. Experience: * 0 to 2 years of experience in similar technical support or help desk roles. * Professional internships or social service in IT departments are valued. Basic Technical Knowledge: * Windows operating systems (client), Office 365, web browsers, and antivirus software. * Basic connectivity (WiFi, LAN, VPN). * Use of ticketing tools (ServiceNow, Remedy, etc.). * Remote access tools (TeamViewer, AnyDesk, etc.). Skills: * Customer orientation and service mindset. * Ability to independently resolve problems. * Strong verbal and written communication skills. * Organizational skills and ability to manage multiple tasks. * Ability to work under pressure. Performance Indicators (KPIs): * First-contact resolution rate. * Average initial response time. * Number of tickets closed per shift. * User satisfaction level (surveys). * Adherence to procedures and documentation quality. Job Type: Full\-time Pay: $13,383\.00 per month Work Location: In person