Level 2 Technical Support Engineer (Infrastructure and Virtualization)

Description

Job Summary: We are seeking a Level 2 IT Technical Support Engineer to provide second-level support, ensure operational continuity, and meet SLAs. Key Highlights: 1. Leading Information Technology company in Mexico 2. Focus on operational continuity and SLA compliance 3. Opportunities for training, certifications, and professional development *"The only way to do great work is to love what you do." – Steve Jobs* At COMPUCAD, we are leaders in Information Technology in Mexico, with over 37 years of experience and recognitions including: ✅ Great Place to Work ✅ Súper Empresas (Expansión) ✅ Mejores Empresas Mexicanas (MEM) Requirements: * Education: Bachelor’s degree or engineering degree in Computer Science, Systems, Information Technology, or related fields. * Experience: 1–3 years in similar roles * Work model: Hybrid * Schedule: Full-time, Monday to Friday What would be your mission? Provide specialized second-level technical support (escalation) for incidents and customer requests under managed service agreements, ensuring operational continuity and adherence to established SLAs. Technical Requirements * LAN/WAN networks, TCP/IP, DNS, DHCP * Physical servers and hardware * Virtualization (VMware or HPE) * Backups (Veeam, Acronis, Commvault or similar) * Firewalls (Check Point, Fortinet, Palo Alto or equivalents) * Windows Server (users, GPOs, services) * Basic knowledge of SAN, NAS, RAID * Security: CIA principles, access controls, threats, malware Responsibilities * Handle second-level incidents and requests * Meet SLAs and document solutions * Track tickets promptly * Escalate incidents when necessary * Support internal and external customers Competencies * Customer service * Effective communication * Follow-up * Teamwork * Results orientation We Offer * Benefits exceeding legal requirements: IMSS, life insurance * Savings fund * Restaurant vouchers * Hybrid work model * Growth: Training, certifications, and professional development * A stable and continuously growing company We’re looking for you—join our team! Employment type: Full-time Salary: Starting at $25,000.00 per month Benefits: * Discounts and preferential pricing * Flexible schedules * Option for indefinite-term contract * Major medical expense insurance * Life insurance * Remote work * Additional vacation days or paid leave * Restaurant vouchers Work location: Hybrid remote, 44600, Ladrón de Guevara, Jal.