Job Summary: We are seeking a Level 2 Technical Support professional to ensure the proper functioning of equipment, systems, and networks, guaranteeing operational continuity and resolving complex incidents. Key Highlights: 1. Level 2 Technical Support 2. Ensuring operational continuity of technological services 3. Analysis of complex failures and preventive solutions A growing and expanding company is seeking Technical Support personnel to ensure the proper functioning of computer equipment, phone systems, network infrastructure, and other technological tools. Provide **Level 2 Technical Support**, ensuring timely incident resolution, operational continuity of call center technological services, and compliance with established SLAs. Responsibilities: * Address and resolve technical incidents escalated from Level 2\. * Analyze complex hardware, software, network, and system failures. * Restore critical services in the shortest possible time. * Identify root causes of recurring incidents. * Propose corrective and preventive actions. * Document applied technical solutions. * Ensure availability of critical infrastructure and services. * Execute immediate actions in response to failures impacting operations. * Meet established incident response and resolution timeframes. * Contribute to achieving the IT department’s KPIs. * Report deviations or risks of non-compliance. * Apply information security policies and guidelines. * Execute basic hardening configurations where applicable. * Report information security incidents. * Percentage of tickets addressed and resolved within SLA-defined timeframes. **Education:** * Technical degree or bachelor’s degree in Systems, Computer Science, Information Technology, or related field (completed or incomplete). * Technical English (basic reading proficiency, desirable). **Technical Knowledge:** End-user technical support, user centralization, operating systems (Windows/Linux), server knowledge, hardware and peripherals, preventive and corrective maintenance, basic and intermediate networking, helpdesk tool usage. **We Offer:** * Monthly salary: $12,590 * Statutory benefits: IMSS registration, vacation days, vacation bonus, and year-end bonus as mandated by law. * Subsidized cafeteria service for employees. * On-site specialized medical services for employees. **Monday to Friday, 8:00 AM – 5:00 PM / Rotating Saturdays and Sundays, 8:00 AM – 4:00 PM** 5 minutes from Chabacano metro station. IF YOU ARE INTERESTED, APPLY THROUGH THIS CHANNEL AND YOU WILL BE CONTACTED. Employment Type: Full-time Salary: $12,500\.00 \- $12,590\.00 per month Benefits: * Savings fund * Gym discount * Cafeteria service Work Location: On-site employment