IT Operations Support

Description

Job Summary: Provide first-level support to users and customers by managing incidents and requests related to applications and technological platforms, ensuring proper resolution and appropriate ticket escalation. Key Responsibilities: 1. Handle L1 technical support incidents and requests 2. Register, classify, and prioritize tickets in the management tool 3. Document recurring solutions and contribute to the knowledge base L1 Operations Support Provide first-level (L1\) support to users and customers by handling incidents and requests related to applications and technological platforms, ensuring ticket registration, initial diagnosis, timely resolution or appropriate escalation, in accordance with established SLAs. * · Handle incidents and requests through defined channels (help desk, email, phone, portal). * · Register, classify, and prioritize tickets in the management tool. * · Resolve low- and medium-complexity incidents. * · Escalate cases to L2/L3 support with clear and complete information. * · Track tickets until closure and user validation. * · Document recurring solutions and contribute to the knowledge base. * · Perform basic operational validations on applications and systems. * · Support daily monitoring and operational activities. * · Comply with processes, security policies, and quality standards. Platforms: Salesforce, Informatica, AWS, Zoho Position Type: Full-time Salary: $15,000\.00 per month Work Location: Hybrid remote in 06600, Juárez, CDMX