Important IT Consulting Company Seeks:

Job Description:

We are seeking a Technical Support Engineer with experience in technical support and user assistance. The ideal candidate will be responsible for providing first-level support, efficiently managing and resolving incidents to ensure customer satisfaction through exceptional service.

Requirements:

• Bachelor’s degree in Systems, Computer Science, or a related field.
• Minimum of 3 years of experience in technical support and customer service.
• Knowledge of ITIL methodologies.
• Experience with ticket management systems, preferably ServiceNow.
• Advanced knowledge of G Suite, Microsoft Office, and Power BI.
• Familiarity with ERP systems (Navision and SAP preferred).
• Skills in infrastructure, Citrix, VPN, and Microsoft 365.
• Excellent communication skills and customer orientation.
• Ability to work under pressure and solve problems effectively.
• Intermediate to advanced English (minimum B2 level required).

Responsibilities:

• Provide first-level technical support to global users, managing tickets according to established priorities and procedures.
• Assist users with technical issues related to hardware, software, communication lines, access, and passwords.
• Properly escalate unresolved issues from the first contact to the corresponding team and follow up until resolution.
• Generate and maintain an updated knowledge base with solutions to recurring problems to facilitate self-help.
• Create and implement performance indicators using tools like Power BI to improve ticket management.
• Deliver quality service, exceeding customer expectations through clear and constant communication about the status of their requests.
• Handle complaints and complex situations with empathy, seeking effective solutions.
• Participate in the training and onboarding of new support team members.

Location:Bosque de las Lomas, Mexico City

Schedule:Monday to Friday, 9:00 AM - 6:00 PM

Employment Type:Full-time
Salary:$20,000 + Legal Benefits
Opportunities for growth and professional development.

Wishing you great success in your application process!