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

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📌 Service SupportAnalyst (Santiago Mexquititlán Barrio 1ro.)
🏢 Jobtailor
📍 Santiago Mexquititlán Barrio 1ro.