**Technical Support Coordinator** **Location:** Ciudad Juárez, Río Bravo neighborhood, Chihuahua **Salary:** MXN $40,000–$50,000 gross monthly (based on experience) **Work Mode:** On-site We are seeking a **Technical Support Coordinator** with experience in incident management, SLA compliance, operational prioritization, IT infrastructure, and ITIL methodologies. This role is intended for professionals with a background in technical support and **experience coordinating teams** in corporate environments. The primary objective is to ensure operational continuity, guarantee service quality, and lead the on-site support team to maintain technological efficiency of operations. **Key Responsibilities** * Lead, coordinate, and supervise the on-site technical support team. * Assign tasks, manage workloads, and define priorities to meet SLAs. * Manage incidents and service requests from initial registration through final resolution. * Monitor IT infrastructure to identify failures and operational risks. * Execute and supervise preventive and corrective hardware and software maintenance. * Manage IT inventory, equipment, and technological devices. * Coordinate external vendors and manage warranties. * Document incidents, resolutions, root cause analyses (RCA), and operational activities. * Implement practices aligned with ITIL and information security policies. * Collaborate with business units, communications, operations, and IT projects. * Report KPIs, performance metrics, and service-level compliance. **Requirements** * Degree in Computer Systems Engineering, Information Technologies, Communications, Networks, or related field (degree preferred). * **Minimum 3 years of experience in IT support and at least 1 year coordinating or leading teams.** * Experience in incident management, classification, escalation, and priority handling. * Solid knowledge of ITIL (ITIL Foundation certification preferred). * Experience in infrastructure monitoring, troubleshooting, and root cause analysis (RCA). * Proficiency with ticketing tools such as ServiceNow or similar. * Expertise in Windows 10+, Microsoft Office, Active Directory, and hardware maintenance. * Experience using CRM or enterprise systems (e.g., SAP, NetSuite, or others). * Familiarity with Linux, VPN, virtualization (VMware, VirtualBox), Cisco, and structured cabling is desirable. * English proficiency at B2 level or higher (reading, writing, and speaking). * Availability for on-site work, response to critical incidents, and domestic travel. **What We Offer** * Integration into a professional team within a collaborative environment. * Participation in corporate IT projects with operational impact. * Competitive salary commensurate with experience. * Statutory benefits from day one. If you seek a leadership role in IT, direct impact on technological operations, and opportunities for professional growth, **apply now and join our team**. Employment type: Full-time Salary: MXN $40,000.00–$50,000.00 per month Workplace: On-site employment