Tech Support Junior Analyst

Description

Job Summary: Junior IT Support Analyst to ensure operational continuity and an exceptional user experience by resolving technological challenges as the first point of contact. Key Highlights: 1. Technical pillar for users and the first point of contact for technological challenges. 2. Multifunctional role covering support, maintenance, and IT asset management. 3. Environment of continuous learning and a culture of continuous improvement. **Tech Support Junior Analyst (IT Support)** **Location:** Jalisco **Schedule:** Monday to Friday, 09:00 to 18:00 hrs. **Work Model:** On-site, with availability to provide support across multiple locations. **What will be your mission?** You will serve as the technical pillar for our users, acting as the first point of contact to resolve technological challenges. Your objective is not merely to fix equipment, but to guarantee an exceptional user experience and operational continuity through agile and efficient support. **Your main responsibilities:** * **Multichannel Support:** Handle and resolve incidents via phone, email, and chat. * **Hardware & Mobility:** Configure and maintain desktops, laptops, iPads, mobile devices, and printers. * **Software:** Install, update, and configure software suites and critical applications. * **Asset Management:** Manage stock control and administer IT inventories. * **Maintenance:** Execute preventive and corrective maintenance plans for multifunctional and technological equipment. * **Continuous Improvement:** Analyze customer feedback and propose improvements to support procedures. * **Escalation:** Collaborate with the IT team to resolve complex incidents using **ticketing systems**. **What are we looking for?** * **Experience:** Minimum 2 years of verifiable experience in IT Support roles. * **Operating Systems:** Proficiency in Windows 10/11 and macOS. * **Tools:** Familiarity with Office 2016/365, G\-Suite, and ITSM platforms (e.g., Jira or similar). * **Devices:** Technical experience with Android, iOS, and multifunctional devices. * **Technical Skills:** Solid knowledge of physical (hardware) and logical (software) repair. * **Soft Skills:** Excellent verbal/written communication, strong organizational skills, and a proactive **service-oriented attitude**. **Your Success Metrics (KPIs):** * User satisfaction level (NPS). * Compliance with and improvement of service-level agreements (SLAs). **What do we offer?** * Job stability within a continuously learning environment. * Culture focused on continuous improvement and teamwork. Salary: $14,000\.00 \- $18,000\.00 per month Benefits: * Employee discount * Maternity leave exceeding statutory requirements * Paternity leave exceeding statutory requirements * Medical expense insurance * Major medical expense insurance * Life insurance Workplace: On-site employment