We are a Mexican company composed of human beings serving other human beings. We group the brands 7-Eleven, Petro Seven, MercaDía, and MAS Bodega y Logística; where over 22,000 collaborators across 17 states of the United Mexican States are part of our team. Provide specialized technical support for the technological infrastructure of warehouse and store operations at MAS Bodega. Restore service operations to normal levels to minimize impact on business operations. Responsible for analyzing, diagnosing, and resolving incidents assigned by the Iconn Service Desk. You will contribute to our organization’s success by carrying out the following activities: **Role 1: USER SUPPORT AND ASSISTANCE** * Handle cases escalated by MSI or other second-level support areas for IT infrastructure. * Ensure accurate and timely diagnosis of reported failures. * Properly manage incidents and document case records. * Resolve incidents/requests within established timeframes, assigning appropriate priority to escalated cases. * Timely escalate incidents/requests that fall outside one’s knowledge or expertise. * Identify and report application improvement opportunities. **Professional Education:** * Bachelor’s degree in Information Technologies, Computer Science, or related field **Knowledge:** * IT equipment support * Networking, firewalls, and peripherals knowledge * Operating systems knowledge * IT infrastructure failure analysis **Experience** * Technical support for IT equipment and peripherals * IT applications support * Telecommunications support * Service-oriented attitude Guadalupe, Nuevo León. At Iconn, we believe all individuals have the right to equal employment opportunities; therefore, our Talent Attraction and Selection process is based solely on the inherent requirements of the position to be filled. Consequently, Iconn prohibits discrimination against employees or applicants on the basis of race, color, creed, religion, age, gender, sexual orientation, physical disability, pregnancy, or any other factor.