Level 1.5 Support Agent

Description

Job Summary: Provide comprehensive on-site technical support for production Shopfloor IT systems as the first point of contact, ensuring timely incident response and operational continuity. Key Highlights: 1. Comprehensive on-site technical support for Shopfloor IT systems 2. Diagnosis and resolution of incidents in production applications 3. Preventive maintenance and operational continuity of critical systems **Role Objective** Provide comprehensive on-site technical support for production Shopfloor IT systems as the first point of contact, ensuring timely incident response, execution of preventive maintenance, and operational continuity of critical production systems. **Key Responsibilities** * Diagnosis and resolution of incidents in production applications. * Hardware industrial support (industrial PCs, Box PCs, Panel PCs, UPS, Handhelds). * Log analysis on Windows systems and applications. * Troubleshooting and service restoration execution. * Shift-based preventive monitoring. * Ticket management and documentation under ITIL. * SAP incident classification (infrastructure, user, or application). * Coordination and follow-up of technical bridges. * Backup and restoration execution. * Inventory and spare parts update. * Timely escalation to Level 2 and Level 3. \* * **Academic Qualifications** * Technical degree or Engineering / Bachelor's degree in Systems, Computer Science, or related field. **Experience** * 1–2 years in IT technical support. * On-site support experience. * Industrial or production environment experience is desirable. * Experience in a 24x7 operational model. **Technical Knowledge** * Windows operating systems (7, 10, Server). * Basic hardware diagnosis and repair. * Support for Shopfloor IT production applications. * Basic networking (LAN/WAN). * Industrial WiFi connectivity and Handheld devices (Android). * Backup management (Acronis, Veeam, or similar). * Monitoring and remote access tools. * Basic SQL Server (queries). * ITIL methodology. * Root Cause Analysis (RCA) methods. Send your CV to diana.mejia@forteinnovation.mx Employment Type: Full-time Benefits: * Major medical expense insurance Work Location: On-site employment