**Qualification/Requirements**
Minimum 3 years of relevant experience working as IT Service Desk analyst level 2+
- Willingness to work weekends (flex scheduling)
- Ability to diagnose and resolve general technical issues (on Win, macOS, Linux)
- Proven experience and knowledge from medium to high level in tech support on at least FOUR of the following areas (SME):
- MS Exchange Clients
- Cloud Infrastructure and Concepts
- IT Security and Data Protection
- Powershell
- Network
- Linux/Unix OS
- ONE or more proven skills in the following areas: (preferred skills):
- Devops
- Agile Methodologies
- ITIL/ITSM
- Python
- Java
- Oracle APEX
- SQL
- PHP
- etc.
- Should be capable of multitask
- Strong customer skills and customer oriented
- Should have excellent communication skills English/Spanish (Oral & Written)
- Should be smart, enthusiastic and a good team player
- Experience working on ticketing tsystems
- Ability and willingness to work in an environment providing 24x7x365 support
- Position based in **Guadalajara **,



Mexico (is required to work from our office location)
**Responsibilities**:
- Serve as the first point of contact for employees seeking technical assistance over the phone or web or chat
- Perform remote troubleshooting through diagnostic techniques
- Provide the best solution based on the issue and details provided by end user
- Provide accurate information on IT products or services
- Collaborate with others to resolve complex issues
- Research un-resolved issues to the next level of support team
- Strictly Adhere to SLAs and procedures
- Record events and problems and their resolution in logs
- Pass on any feedback or suggestions by customers to the appropriate internal team
- Identify and suggest possible improvements on procedures
- Monitor the ticketing queues and work on the aging tickets
- Research solutions using available information resources
- Stay current with system information, changes and updates

📌 Technical Analyst 2-Support (Zapopan)
🏢 Oracle
📍 Zapopan