Job Summary: This position coordinates technical support staff to handle incidents and requirements, ensuring service levels and quality in technology projects. Key Highlights: 1. Technical support staff coordination 2. Incident and technical requirement management 3. Service level assurance in projects We are a technology services integration company, specializing in innovative solutions based on the latest information technologies. Our commitment is to contribute to the development and improvement of various sectors across industry and government. **Join our team and discover new opportunities!** **\*\* Second-Level Technical Support Coordinator \*\*** **Key Purpose of the Position:** Coordinate technical support staff to address incidents and/or requirements through work plans, fulfilling the service levels committed to each client. **Selection Criteria:** * Bachelor’s degree in Engineering, Information Technology, Computer Systems, Telecommunications, or related field. **Degree certificate is mandatory.** * Minimum 3 years of experience in similar positions. * Experience in team management. * Knowledge of ITIL v3 or v4\. **Key Responsibilities:** * Ensure compliance with service level agreements established in projects. * Execute on-site support activities for resolving reported requirements or incidents. * Analyze, address, and resolve requirements (tickets) registered in requirement management tools, whether submitted by internal staff or the CAS. * Verify and document that service orders and requirement records comply with service validation fields. * Confirm provisioning of spare parts and spare parts and warranty requests for handling requirements. * Validate service orders and records completed (Service Desk tool) to improve service quality. * Supervise technical staff to ensure execution of processes and/or procedures aimed at improving service quality. **Core Competencies:** * Teamwork and collaboration. * Strategic thinking. * Problem solving. * Innovation. * Exceptional customer service. * Effective communication. * Results orientation. **We Offer You:** * Gross monthly salary: $17000 * Statutory and additional benefits. * Grocery vouchers. * Career development. * Working hours: Monday to Friday, 9:00 am to 7:00 pm * Work location: Benito Juárez Borough. **Do you meet the profile and see this vacancy as your next opportunity? We look forward to your application here!** *In this organization, we foster a discrimination-free environment. Discrimination is defined as any distinction, exclusion, restriction, or preference—whether by action or omission, intentional or not—that is not objective, rational, or proportional, and that has the purpose or effect of impeding, restricting, hindering, diminishing, or nullifying the recognition, enjoyment, or exercise of human rights and freedoms, when based on one or more of the following grounds: ethnic or national origin, skin color, culture, sex, gender, age, disabilities, social, economic, health or legal status, religion, physical appearance, genetic characteristics, migration status, pregnancy, language, opinions, sexual preferences, political identity or affiliation, marital status, family situation, family responsibilities, language, criminal record, or any other ground; Discrimination also includes homophobia, misogyny, any manifestation of xenophobia, racial segregation, antisemitism, as well as racial discrimination and other related forms of intolerance. We promote equal opportunity, equal employment, and non-discrimination; therefore, we have aligned ourselves with Section III of Article 1 of the Federal Law to Prevent and Eliminate Discrimination (LFPED) or any other condition protected under federal, state, or local laws; we seek to provide equal employment opportunities throughout our recruitment, selection, hiring, training, and retention processes for all our employees, thus prohibiting any form of sexist bias or requests for medical certificates proving non-pregnancy or absence of Human Immunodeficiency Virus (HIV).* Employment Type: Full-time Salary: $18,600\.00 \- $21,800\.00 per month Work Location: On-site employment