Responsibilities
Provide Level 2 IT support in a large corporate environment (15k+ users), handling escalated incidents and requests.
Troubleshoot and resolve complex technical issues across applications, devices, and network-related topics.
Act as an escalation point and support for Level 1, including knowledge sharing and guidance.
Manage and prioritize tickets, ensuring clear documentation, communication, and timely resolution.
Collaborate with regional and general IT teams to resolve cross‐functional issues.
Contribute to problem management, root cause analysis, and service improvements.
Create and maintain knowledge base articles to improve resolution quality and speed.
Deliver professional, timely, and customer‐focused support.
Requirements
Education or work experience in IT (3+ years in Service Desk / End User Support, including Level 2 responsibilities).
Good understanding of ITIL processes (ITIL certification preferred).
Strong technical knowledge of end‐user environments, including hardware,



Windows OS, and network fundamentals (LAN/WAN).
Experience with ticketing systems and remote support tools.
Ability to communicate technical information clearly and professionally.
Ability to handle confidential and sensitive information appropriately.
Advanced English.
Portuguese is a plus.
NOC knowledge and Systems automatization.
Hard Skills
Level 2 IT support
troubleshooting
technical issue resolution
ticket management
problem management
root cause analysis
knowledge base creation
end-user support
Windows OS
network fundamentals
Soft Skills
communication
customer-focused support
collaboration
knowledge sharing
prioritization
documentation
professionalism
confidentiality
sensitivity handling
guidance
Certifications & Qualifications
ITIL certification
#J-*****-Ljbffr

📌 Service SupportAnalyst (Santiago de Querétaro)
🏢 Jobtailor
📍 Santiago de Querétaro