Support Engineer

Description

Job Summary: We are seeking a Support Engineer to diagnose and resolve technical incidents and provide support for electronic security and control systems. Key Highlights: 1. Comprehensive technical support for software, hardware, and networks. 2. Centralized system monitoring and resolution of critical alarms. 3. Participation in continuous improvement of support processes. A socially responsible Mexican company, certified and with 18 years of experience in energy savings and efficiency, automation, electronic security, and digital transformation. Seeking Industrial, Mechatronics, Electronics, Automation, Energy, or related Engineering graduates for the **"SUPPORT ENGINEER"** position. Experience: * Proficiency in Microsoft applications (Outlook, Word, PowerPoint). * Intermediate Excel skills. * ERP system experience. * Strong oral and written communication skills. * Preferably able to read architectural drawings. * Preferably able to read single-line diagrams. * Knowledge of Building Management Systems (BMS). * Operation of automated electrical equipment. * Familiarity with electronic security systems. Basic English (reading and writing comprehension). Responsibilities: **1\.** Diagnose and resolve technical incidents (software, hardware, networks, applications). **2\.** Respond to requests via phone, email, or chat. **3\.** Provide Level 1, 2, or 3 support based on complexity. **4\.** Escalate critical issues to engineering teams and management. **5\.** Document solutions, procedures, and lessons learned. **6\.** Install, configure, and maintain applications, operating systems, and devices. **7\.** Monitor services and systems to ensure availability. **8\.** Train users and develop technical documentation. **9\.** Participate in continuous improvement of support processes and service quality. **10\.** Meet SLA/OLA metrics (response and resolution times). **11\.** Analyze incident trends to propose improvements or permanent solutions. **12\.** Monitor centralized control systems performance in real time. **13\.** Identify deviations, alarms, and abnormal trends in HVAC, electrical, hydraulic, and security equipment. **14\.** Conduct preliminary diagnostics to determine severity, impact, and potential root cause. **15\.** Log, classify, and track incidents within the ticketing platform. **16\.** Escalate issues to respective technical teams (HVAC, electrical, automation, IT, maintenance) based on severity level. **17\.** Prioritize critical alarms affecting operations. **18\.** Provide technical teams with clear information: history, affected equipment, associated alarms, trends, screenshots, etc. **19\.** Maintain effective communication with clients regarding status and estimated timelines. **22\.** Prepare reports on recurring incidents and propose system improvements. **21\.** Document corrective, preventive actions, and lessons learned. **22**. Assist in updating operation manuals and procedures. **What We Offer:** * Working hours: Monday–Friday, 9:00 AM–6:00 PM; Saturday, 9:00 AM–2:00 PM * Bi-weekly payroll payments * Excellent work environment Employment Type: Full-time Salary: $11,500.00 \- $14,300.00 per month Work Location: On-site