We are a technology services integration company focused on delivering solutions based on emerging information technologies, with products and services that contribute to the development and improvement of various sectors across industry and government. **Join our team and discover new opportunities!** **Second-Level Technical Support Coordinator** **Key purpose of the position:** Coordinate technical support staff to address incidents and/or service requests through work plans, ensuring compliance with agreed service levels for each client. **Selection criteria:** * Bachelor’s degree in Engineering, Information Technology, Computer Systems, Telecommunications, or a related field. **A degree certificate is mandatory.** * Minimum 3 years of experience in similar positions. * Experience managing work teams. * Knowledge of ITIL v3 or v4. **Key responsibilities of the role:** * Ensure compliance with service level agreements (SLAs) established in projects. * Perform on-site support activities to resolve reported service requests or incidents. * Analyze, handle, and resolve service requests (tickets) logged in service request management tools, whether submitted by internal staff or the Service Desk (CAS). * Verify and document that service orders and service request records comply with service validation fields. * Confirm provisioning of spare parts and processing of spare parts and warranty requests for handling service requests. * Validate completed service orders and records (via the service desk tool) to improve service quality. * Supervise technical staff to ensure execution of processes and/or procedures aimed at improving service quality. **Core competencies:** * Teamwork and collaboration. * Strategic thinking. * Problem solving. * Innovation. * Exceptional customer service. * Effective communication. * Results orientation. **What we offer you:** * Gross monthly salary: MXN $17,000 * Statutory and additional benefits. * Food vouchers. * Professional development. * Working hours: Monday to Friday, 9:00 AM to 7:00 PM. * Work location: Benito Juárez Borough. **Do you meet the profile and see this vacancy as your next opportunity? We look forward to your application here!** *In this organization, we foster a discrimination-free environment. Discrimination is defined as any distinction, exclusion, restriction, or preference—whether intentional or not—that is not objective, rational, or proportionate, and that has the purpose or effect of impeding, restricting, hindering, diminishing, or nullifying the recognition, enjoyment, or exercise of human rights and freedoms when based on one or more of the following grounds: ethnic or national origin, skin color, culture, sex, gender, age, disabilities, socioeconomic, health or legal status, religion, physical appearance, genetic characteristics, migration status, pregnancy, language, opinions, sexual preferences, political identity or affiliation, marital status, family situation, family responsibilities, language, criminal record, or any other ground; discrimination also includes homophobia, misogyny, any manifestation of xenophobia, racial segregation, antisemitism, racial discrimination, and other related forms of intolerance. We promote equal opportunity, labor equity, and non-discrimination; therefore, we align with Section III of Article 1 of the Federal Law to Prevent and Eliminate Discrimination (LFPED) or any other condition protected under federal, state, or local laws. We ensure equal employment opportunities throughout all stages—including recruitment, selection, hiring, training, and retention—for all employees. Consequently, any form of gender bias is strictly prohibited, as is the requirement of medical certificates confirming absence of pregnancy or HIV infection. For further information, please request our Code of Conduct.* Job type: Full-time Salary: MXN $15,000.00 – $17,000.00 per month Workplace: On-site