ResponsibilitiesProvide 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.RequirementsEducation 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 SkillsLevel 2 IT supporttroubleshootingtechnical issue resolutionticket managementproblem managementroot cause analysisknowledge base creationend-user supportWindows OSnetwork fundamentalsSoft Skillscommunicationcustomer-focused supportcollaborationknowledge sharingprioritizationdocumentationprofessionalismconfidentialitysensitivity handlingguidanceCertifications & QualificationsITIL certification#J-*****-Ljbffr

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