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Job Summary: Coordinate technical support staff to handle incidents and requests, ensuring compliance with established service levels agreed upon with clients. Key Highlights: 1. Experience in team management and ITIL knowledge. 2. Ensuring compliance with service level agreements in projects. 3. Promoting a discrimination-free environment and equal opportunities. We are a technology services integration company, specializing in innovative solutions based on the latest information technologies. Our commitment is to contribute to the development and improvement of various sectors in 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 requests through work plans, fulfilling the service levels offered to each client. · Selection Criteria: Bachelor's degree in Engineering, Information Technologies, Computer Systems, Telecommunications, or related field. Degree certificate is mandatory. Minimum 3 years of experience in similar positions. Experience in team management. Knowledge of ITIL v3 or v4. · Key Responsibilities: Ensure compliance with service level agreements established in projects. Execute on-site support activities to resolve reported requests or incidents. Analyze, address, and resolve requests (tickets) registered in request management tools, whether submitted by internal staff or the CAS. Verify and document that service orders and request records comply with service validation fields. Confirm provisioning of spare parts and spare parts and warranty requests for handling requests. Validate completed service orders and records (Service Desk Tool) to improve service quality. Supervise technical staff to execute 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. · We Offer: Gross monthly salary: $17000 Statutory and additional benefits. Food vouchers. Career development. · Working hours: Monday to Friday, 9:00 am to 7:00 pm Work location: Benito Juarez 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 understood as any distinction, exclusion, restriction, or preference that, by action or omission—intentionally or unintentionally—is not objective, rational, or proportionate and has the purpose or effect of obstructing, restricting, impairing, 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, social, economic, 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; Homophobia, misogyny, any manifestation of xenophobia, racial segregation, antisemitism, as well as racial discrimination and other related forms of intolerance shall also be considered discrimination. We promote equal opportunities, labor equality, and non-discrimination; therefore, we have aligned ourselves with Section III of Article 1 of the Federal Law to Prevent and Eliminate Discrimination (LFPED) or any other situation protected by federal, state, or local laws; we seek to ensure equal employment opportunities throughout our recruitment, selection, hiring, training, and retention processes for all our employees, thus prohibiting any sexist bias or requesting medical certificates of non-pregnancy or acquired immunodeficiency virus (HIV). -Requirements- Minimum Education: Higher Education – Bachelor's Degree 2 years of experience Keywords: resident, supervisor, sub-manager, responsible person, coordinator, manager, captain, support, soporte, operative, operativo
