Position Summary: We are seeking a Bilingual Support Analyst Engineer to handle incoming calls, document solutions, manage tickets, and provide first-level technical support to users. Key Highlights: 1. Bilingual user support and assistance, including VIPs. 2. Problem analysis, remote configuration, and technical consulting. 3. Ticket management, escalation, and tracking in IT environments. ***Grupo Scanda*** is a 100% Mexican company with over 30 years of experience in the Information Technology market. Our objective is to transform technology into value for our clients through our team of more than 1,500 specialized professionals, methodologies specifically designed for the IT market, and top-tier partners. With our six companies, we cover the main IT niches. We are looking for a Bilingual Support Analyst Engineer with a degree in Computer Science or related IT fields to perform the following: **Responsibilities**: * Handling incoming calls. * \- Documenting solutions and closing tickets. * \- Customer service. * \- Managing emails in the functional mailbox. * \- Sending escalation emails. * \- Making outgoing calls to ensure control points are completed on time and as scheduled (backlog tracking). * Bilingual analyst position: * Problem analysis and solution assurance. * Ticket documentation, ensuring proper escalation and tracking. * VIP user support. * Remote device configuration. * First-level support, resets, configurations, and technical consulting. **Work Schedule:** Monday to Friday: operational window from 6 AM to 7 PM. Working hours: 8 hours per day, including a 1-hour lunch break. Miguel Laurent 804, Col. Letrán Valle C.P. 03650 Benito Juárez, Ciudad de México. **Requirements**: **Age**: 23 to 40 years old. **Education**: Bachelor’s degree or Engineering in Computer Science and/or Computing or related Information Technology field. Graduated / Intern. **Minimum Preferred Experience for the Position:** * 2 years working in user support centers (Help Desks). * 1 year managing service levels (SLAs). * 1 year handling and managing backlog. * 1 year using and managing escalation matrices. **Knowledge** * ITSM tools (Remedy or ServiceNow). * Technical/administrative knowledge of centralized and distributed technological infrastructure: Databases. * Telecommunications. * Virtual Desktop support. * SAP modules. * Knowledge of Incident, Change, and Problem Management processes (ITIL). Microsoft Office Suite. **Skills** * Excellent spelling and writing skills. * English B2\. **Salary** * $17,000 Gross monthly. * Statutory benefits. **How to Apply?** Submit your updated CV through this channel. We look forward to your application! Job Types: Full\-time, Permanent Pay: $17,000\.00 per month Application Question(s): * DEFINE YOUR ENGLISH LEVEL (BEGINNER, INTERMEDIATE, ADVANCED) * Do you agree with the stated salary? Work Location: In person