Technical Support Analyst

Description

Job Summary: Provide timely and efficient technical support to users and systems, ensuring operational continuity and proper functioning of the technological infrastructure. Key Highlights: 1. User and system technical support 2. Handling hardware, software, and network incidents 3. Technical problem diagnosis and resolution Job Objective Provide timely and efficient technical support to users and systems, addressing incidents and requests while ensuring operational continuity and proper functioning of the technological infrastructure. Responsibilities Handle technical incidents related to hardware, software, networks, and access. Provide remote and/or on-site technical support as required. Diagnose, document, and track support tickets. Resolve issues related to computer equipment, operating systems, and applications. Escalate incidents to higher support levels when appropriate. Conduct scheduled visits or respond to urgent incidents. Ensure appropriate response times based on incident criticality. Maintain clear communication with users and involved departments. Requirements Technical diploma or Bachelor’s degree in Systems, Computer Science, Information Technology, or related field (completed or incomplete). Minimum 1–3 years of technical support experience. Technical knowledge: User support (in-person and remote) Windows operating systems Hardware and software diagnostics Basic networking (connectivity, VPN, internet, etc.) Ticketing tools Preventive and corrective maintenance of computer equipment Competencies: High sense of responsibility Excellent service attitude Problem-solving and responsive capability Organization and follow-up skills Ability to work under pressure We Offer Salary: 100% nominal Direct employment by the company 12 vacation days 15 days of year-end bonus (aguinaldo) 25% vacation premium SGMM (Safety, Health, and Environmental Management System) Life insurance Work location: Metepec Schedule: Rotating 8-hour shifts We value diversity and firmly believe in equal opportunity for all. We are committed to creating an inclusive environment where every individual can contribute their talent and potential, regardless of origin, gender, age, sexual orientation, gender identity, physical ability, or any other personal characteristic. -Requirements- Minimum education: Higher education – Bachelor’s degree 1 year of experience Keywords: analyst, apoyo, support, soporte, tecnologo, tecnico, tech, technician, technology, tecnologia, technologist