*"The only way to do great work is to love what you do." – Steve Jobs* At **COMPUCAD**, we are leaders in Information Technologies in Mexico, with over 37 years of experience and recognitions such as: ✅ Great Place to Work ✅ Súper Empresas (Expansión) ✅ Mejores Empresas Mexicanas (MEM) **Requirements:** * Education: Bachelor’s degree or engineering degree in Computer Science, Systems, Information Technologies, or related fields. * Experience: 1 to 3 years in similar positions. * 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 compliance with established SLAs. **Technical knowledge** * LAN/WAN networks, IP addressing, TCP/IP, DNS, DHCP. * Physical server hardware. * Virtualization (preferably **VMware** or **HPE**). * Backup software (Veeam, Acronis, Commvault, or similar). * Basic firewalls (**Check Point, Fortinet, Palo Alto**, or equivalents). * Administration of **Microsoft Windows Server** (users, GPOs, services). * Principles of **confidentiality, integrity, availability**, and access controls. * General knowledge of threats, malware, and secure authentication. * Basic knowledge of **SAN, NAS, RAID**, and storage array management tools (HPE, Dell, NetApp). * Identification of hardware components (disks, power supplies, memory, NICs, etc.). **Key responsibilities** * Handle second-level incidents and requests from external clients under service agreements. * Meet and ensure compliance with established **SLAs**. * Provide support to internal and external clients. * Efficiently track tickets and solutions. * Timely escalate situations requiring escalation. * Document solutions and keep technical information up to date. **Competencies** * Passion for service * SLA compliance * Effective communication * Timely follow-up * Results orientation * Teamwork **What we offer** ✨ Benefits exceeding legal requirements * Major medical expense insurance * Life insurance * Savings fund * Restaurant vouchers * Commissions ✨ Growth and development * Ongoing training and certifications * Opportunities for growth within a solid company ✨ Work environment * Dynamic and collaborative * National recognition * Hybrid schedule, Monday to Friday **Apply today and grow with us!** At **COMPUCAD**, your talent drives innovation. Job 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 * Remote work * Restaurant vouchers Work location: Hybrid remote in 44600, Ladrón de Guevara, Jal.