Job Summary: Provide comprehensive technical support for Shopfloor IT production systems as the first on-site point of contact, ensuring timely incident response and operational continuity. Key Highlights: 1. Comprehensive technical support for Shopfloor IT production systems 2. Diagnosis and resolution of incidents in production applications 3. Desirable experience in industrial or production environments **Role Objective** Provide comprehensive technical support for Shopfloor IT production systems as the first on-site point of contact, ensuring timely incident response, preventive maintenance execution, and operational continuity of critical production systems. **Key Responsibilities** * Diagnosis and resolution of incidents in production applications. * Hardware support for industrial equipment (industrial PCs, Box PCs, Panel PCs, UPS, Handhelds). * Log analysis on Windows systems and applications. * Troubleshooting and service restoration. * Preventive monitoring per shift. * Ticket management and documentation under ITIL. * Classification of SAP incidents (infrastructure, user, or application). * Coordination and tracking of technical bridge meetings. * Execution of backups and restorations. * Updating inventories and spare parts records. * Timely escalation to Level 2 and Level 3 support. \* * **Academic Qualifications** * Technical degree or Engineering / Bachelor’s degree in Systems, Computer Science, or related field. **Experience** * 1–2 years in IT technical support. * On-site support experience. * Desirable experience in industrial or production environments. * Experience under a 24x7 operational model. **Technical Knowledge** * Windows operating systems (7, 10, Server). * Basic hardware diagnosis and repair. * Support for Shopfloor IT production applications. * Basic networking (LAN/WAN). * Industrial WiFi connectivity and Handheld devices (Android). * Backup management (Acronis, Veeam or similar). * Monitoring and remote access tools. * Basic SQL Server (queries). * ITIL methodology. * Root Cause Analysis (RCA) methods. Send your CV to diana.mejia@forteinnovation.mx Employment Type: Full-time Benefits: * Major medical expense insurance Work Location: On-site employment