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Job Summary: We are seeking a Level 1 Technical Support professional to join a technology company, with a focus on incident resolution, continuous learning, and user satisfaction. Key Highlights: 1. Opportunity to start or strengthen your career in Technical Support. 2. Join a service-oriented team committed to continuous improvement. 3. Ongoing training and professional development. Are you interested in starting or advancing your career in **Technical Support** within a technology company? A company specializing in technology solutions is seeking a **Level 1 Technical Support** professional eager to grow in incident and service request handling, learn about new technologies, and become part of a team oriented toward service, continuous improvement, and user satisfaction. **What will be your mission?** Provide first-level technical support and assistance to users and customers, ensuring proper logging, tracking, and resolution of incidents and service requests, while maintaining clear and timely communication until closure. ***RESPONSIBILITIES & ACTIVITIES*** **General Technical Support** * Installation and configuration of computers, operating systems, software, and network equipment. * Execution of preventive and corrective maintenance. * Consultation and application of the knowledge base. * Participation in training sessions on new services and technologies. * Keeping users informed about the status and resolution of their requests. **Service Desk / User Support** * Supporting users through various contact channels (email, phone, chat, etc.). * Providing courteous and professional assistance, focused on user satisfaction. **Incident Management – Level 1** * Receiving, logging, and categorizing incidents. * Performing initial diagnosis and resolving Level 1 incidents. * Appropriate escalation when required. * Accurately documenting incidents and validating resolutions with users. **Request Management – Level 1** * Receiving, logging, and categorizing service requests. * Validating authorizations when applicable. * Executing solutions and maintaining corresponding documentation. * Confirming resolution with users. ***REQUIRED POSITION PROFILE*** **Education**: Bachelor’s degree or Engineering in Information Technology, Computer Systems, or related field; degree completed. **Experience:** * Preferred: **1 year of experience**, professional internships, or social service in: * Technical Support * Service Desk * IT User Support **Desired Knowledge:** * Basic IT concepts (hardware, software, operating systems). * ITIL Foundation knowledge preferred. * Basic English (A1\). **Key Competencies:** * Service orientation and customer attention * Problem analysis and resolution * Organization and follow-up * Results orientation * Teamwork * Learning attitude and openness to change ***COMPENSATION & BENEFITS*** * **Gross monthly salary:** $14,000 to $15,000 (based on experience and competencies) * **Performance bonus:** up to 20% based on KPIs (when applicable) * **Statutory benefits** * Ongoing training and professional development opportunities * Job stability at a technology-sector company * **Work Location**: Valle Oriente, San Pedro Garza García. * **Schedule**: Rotating, according to assigned role. * **Rotating schedules may include:** * Monday–Friday: 7 a.m. \- 4 p.m. \| 8 a.m. \- 5 p.m. \| 9 a.m. \- 6 p.m. \| 10 a.m. \- 7 p.m. \| 11 a.m. \- 8 p.m. * Sunday–Wednesday: 7 a.m. \- 7 p.m. \| 7 p.m. \- 7 a.m. on remaining days (rest) * Thursday–Saturday: 7 a.m. \- 7 p.m. \| 7 p.m. \- 7 a.m. on remaining days (rest) Employment Type: Full-time Salary: $14,000\.00 \- $15,000\.00 per month Application Question(s): * Are you available to work the rotating schedule in San Pedro Garza García? * Do you have at least 6 months to 1 year of experience (or professional internships / social service) in Technical Support, Service Desk, or IT User Support? * This position involves direct user interaction and tracking of incidents and service requests. Do you have experience providing customer support via multiple channels (phone, email, chat)? Please describe your responsibilities. * The salary range for this position is $12,500 to $15,000 gross per month. Does this range meet your expectations? * Do you have knowledge or certification in ITIL Foundation? How many years of experience?
