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

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