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 integral 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

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