POS Level 1 Technical Support

Description

Job Summary: Provide first-level technical support to users, efficiently and documentedly resolving incidents and service requests, ensuring timely and high-quality assistance. Key Highlights: 1. First-level technical support for end users. 2. Efficient resolution of incidents and service requests. 3. Documentation and case tracking until resolution. Position Profile: Corrective Technical Support (POS) Position Title: Corrective Technical Support (POS) Department: Service Desk Reports To: Support Supervisor Location: Office / Remote / Hybrid Schedule: Full-time / Shifts (as per operational requirements) Position Objective: Provide first-level technical support to end users, efficiently and documentedly resolving common incidents and service requests, ensuring timely and high-quality assistance in accordance with established service level agreements (SLAs). Requirements: \- Gender: Not specified. \- Hiring: Immediate. \- Age: 25 to 45 years old. \- Education: CONALEP Technician, TSU, Engineering degree, or related field. \- Experience: Minimum one year, verifiable. \- Valid driver's license and personal vehicle access. \-Mandatory\- \- Availability for travel and flexible working hours. Required Knowledge: \- Solid knowledge of software support and applications. \- Hardware and software fault diagnosis. \- Desired experience and knowledge in specialized systems such as CCTV, fire alarm, access control, intrusion detection, audio systems, and networks. Main Responsibilities: * Receive, log, and categorize requests and incidents via phone, email, portal, or chat. * Provide basic solutions to issues related to hardware, software, network connectivity, access credentials, email, printers, etc. * Escalate, in a timely manner, incidents unresolved at the first level to corresponding support teams (L2, L3\). * Track escalated cases until resolution and keep users informed. * Accurately document each case in the IT service management (ITSM) tool. * Provide guided remote support to users (via phone or remote control tools). * Meet defined response and resolution times outlined in SLAs. * Participate regularly in technical training and upskilling sessions. * Identify and report recurring patterns or incidents for root cause analysis. Position Requirements: Education: * Technical diploma or incomplete/completed bachelor’s degree in Systems, Informatics, Computer Science, or related field. Experience: * 0–2 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-side), Office 365, web browsers, and antivirus software. * Basic connectivity (Wi-Fi, LAN, VPN). * Ticketing tools (ServiceNow, Remedy, etc.). * Remote access tools (TeamViewer, AnyDesk, etc.). Skills: * Customer orientation and service mindset. * Ability to independently solve 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. Employment Type: Full-time Salary: $13,383\.00 per month Benefits: * Free uniforms Work Location: On-site employment