Support Analyst

Description

Position Summary: Provides technical support to internal/external users, ensuring system, hardware/software operations, resolving incidents, and guaranteeing service continuity. Key Highlights: 1. First- and second-level request and incident handling and resolution 2. User training on technological tools 3. Teamwork and flexible working hours **Job Description** ---------------------- Provides technical support to internal/external users, ensuring system, hardware/software operations; incident resolution; and service continuity. Job Responsibilities: * Handle and resolve first- and second-level requests and incidents. * Diagnose issues with equipment, networks, and applications. * Document cases in the ticket management tool (JIRA). * Escalate complex issues to higher-level teams or vendors. * Install, configure, and update hardware and software. * Monitor system performance and implement preventive measures. * Train users on the use of technological tools. * Comply with established SLAs (Service Level Agreements). * Active Directory administration. * Fixed asset (hardware) inventory control. * Creation of manuals and procedures based on lessons learned. Relevant Environmental Aspects: The Support Analyst must demonstrate effective communication, customer orientation, and a proactive attitude, with the ability to work under pressure and solve problems analytically. Must collaborate effectively within a team, be available for travel across Mexico, and possess flexible working hours to cover extended shifts and emergencies (weekends, holidays, and night shifts).**Candidate Requirements** -------------------------- * Engineering or Bachelor’s degree in Computer Science or related field * Desired certification: ITIL * 2 years of experience in technical support or infrastructure * Knowledge of operating systems (Windows, Linux, macOS) * Networking skills (TCP/IP, DNS, DHCP, VPN) * Experience with helpdesk tools (Service Desk, Jira, etc.) * Hardware diagnostics and repair * Basic knowledge of information security * Familiarity with virtualization environments and cloud services (Azure, AWS, Google Cloud) **Selection Process** ------------------------ Join our team and become part of Falabella’s transformation: 1\. Apply to this position. 2\. Check your email. **About Us** ------------------ We are over 88,000 people who work every day toward our firm Purpose \- Simplify and Enjoy Life More. We operate in 9 countries and consist of five major brands across diverse industries: Falabella Retail, Sodimac, Banco Falabella, Tottus, and Mallplaza. Each brand defines who we are, and together—as One Team—we strive daily to reinvent ourselves and exceed our customers’ expectations. A team full of dreams that makes things happen. We dare to launch and innovate, take risks, and create opportunities that keep us at the forefront—driving us to continuously reinvent ourselves to deliver the best shopping experience at every touchpoint with us.