IT Support Analyst/Engineer (Level 2)

Description

Job Summary: We are seeking a technical support professional with experience in handling, diagnosing, and resolving support tickets, system monitoring, and solution documentation. Key Highlights: 1. Key role in handling and resolving Level 1 and Level 2 support incidents. 2. Opportunity to work on system monitoring and solution documentation. 3. Involvement in implementing improvements and managing users and access. **Main Responsibilities** \- Handling, diagnosing, and resolving support tickets (Level 1 and Level 2\) \- Tracking critical incidents and timely escalation 3 System, service, and operational process monitoring \- Documentation of solutions, procedures, and configurations \- Support in implementing improvements and ongoing projects \- User, access, and permission management \- Identification of operational risks and proposal of improvements **Required Technical Knowledge** End-user technical support (hardware, software, network) Database queries (basic/intermediate SQL) Basic network administration (LAN/WAN, connectivity) Windows operating systems (client and basic server) Ticket management tools (Service Desk) Active Directory administration (desirable) **Required Experience** 2 to 4 years in technical support or help desk Experience in high-demand operational environments Handling multiple incidents simultaneously Work location: Santa Clara, Ecatepec Salary negotiable between 19,000 to 21,000 Statutory benefits Salary: $19,000\.00 \- $21,000\.00 per month Workplace: On-site employment