Job Summary: Provide timely and efficient technical support to users and systems, handling incidents and requests under on-call arrangements to ensure operational continuity. Key Highlights: 1. User and system technical support 2. Incident and request handling during on-call shifts 3. Ensuring operational continuity and technological functionality Job Objective Provide timely and efficient technical support to users and systems, handling incidents and requests under on-call arrangements, ensuring operational continuity and proper functioning of the technological infrastructure. Responsibilities Handle hardware, software, network, and access-related technical incidents. Provide remote and/or on-site technical support as required. Diagnose, document, and track support tickets. Resolve issues related to computing equipment, operating systems, and applications. Escalate incidents to higher-level support 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 degree 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 computing equipment Competencies: Strong sense of responsibility Excellent service attitude Problem-solving and responsive capability Organization and follow-up skills Ability to work under pressure Schedule availability (MANDATORY) This position requires availability to provide technical support on an on-demand on-call basis. Availability schedule: Monday to Friday: 8:00 PM – 5:00 AM Saturday and Sunday: 24-hour availability Important: The schedule follows an on-demand on-call model; therefore, activities will be performed only when incidents or requests arise. We Offer Salary: 100% nominal Direct employment by the company ·12 vacation days 15 days of year-end bonus 25% vacation premium ·SGMM ·Life insurance Work location: Metepec We value diversity and firmly believe in equal opportunities 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, support, apoyo, soporte, tecnologo, tecnico, tech, technician, technology, tecnologia, technologist, noche, night, nighttime, nocturno