Technical Support Analyst

Description

Job Summary: A leading telecommunications company is seeking a Technical Support Analyst to provide proactive technical support, manage incidents, and ensure operational continuity and a positive customer experience. Key Highlights: 1. Continuous infrastructure and service monitoring. 2. Ticket management and initial technical diagnosis. 3. Professional development. A leading telecommunications company, expanding its operations, is seeking a Technical Support Analyst in the city of Puebla. **Job Objective** To deliver timely and documented technical support to customers through proactive monitoring, incident management and tracking, initial diagnosis, and appropriate escalation to specialized teams, ensuring operational continuity, SLA compliance, and a positive customer experience. **Main Responsibilities** * Continuously monitor infrastructure, networks, services, and security to detect anomalies. * Handle and manage Level 1 technical support tickets. * Perform initial diagnostics and apply first-level solutions. * Escalate critical or specialized incidents to respective teams. * Maintain clear and professional communication with customers during incidents. * Validate connectivity, access, VPNs, and critical services. * Document incidents, solutions, and technical findings. * Identify recurring patterns and propose operational improvements. * Maintain consistent internal and external communication with customers and all organizational departments. **Required Profile** Education * Technical degree or bachelor's degree in: Systems Engineering, Information Technology, Telecommunications, or related field (graduated or currently enrolled). Experience * Technical support * Help desk * NOC * Infrastructure monitoring * Ticket management * Customer service * Experience in 24/7 environments and ITSM tools is desirable. Technical Knowledge * Networks and connectivity. * VPNs and critical services. * Monitoring tools. * Ticket management. * Initial technical diagnosis. * Infrastructure monitoring. **Working Conditions** * Rotating shift schedule. * Availability on weekends and holidays. * 24/7 operational environment. Benefits * Competitive salary * Statutory and above-statutory benefits * Grocery vouchers * Transportation allowance * Life insurance * Professional development **Interested candidates are invited to apply through this channel.** Salary: $10,000.00 - $12,000.00 per month Work Location: On-site employment