**Important IT Consulting Company Seeks**:
**Job Description**:
**Requirements**:
- Bachelor’s degree in Systems, Computer Science, or a related field.
- Minimum of 3 years of experience in technical support and customer service.
- Knowledge of ITIL methodologies.
- Experience with ticket management systems, preferably ServiceNow.
- Advanced knowledge of G Suite, Microsoft Office, and Power BI.
- Familiarity with ERP systems (Navision and SAP preferred).
- Skills in infrastructure, Citrix, VPN, and Microsoft 365.
- Excellent communication skills and customer orientation.
- Ability to work under pressure and solve problems effectively.
- Intermediate to advanced English (minimum B2 level required).
**Responsibilities**:
- Provide first-level technical support to global users, managing tickets according to established priorities and procedures.
- Assist users with technical issues related to hardware, software, communication lines, access, and passwords.




- Properly escalate unresolved issues from the first contact to the corresponding team and follow up until resolution.
- Generate and maintain an updated knowledge base with solutions to recurring problems to facilitate self-help.
- Create and implement performance indicators using tools like Power BI to improve ticket management.
- Deliver quality service, exceeding customer expectations through clear and constant communication about the status of their requests.
- Handle complaints and complex situations with empathy, seeking effective solutions.
- Participate in the training and onboarding of new support team members.
**Location**: Bosque de las Lomas, Mexico City
**Schedule**: Monday to Friday, 9:00 AM - 6:00 PM
**Employment Type**: Full-time
**Salary**: $20,000 + Legal Benefits
**Opportunities for growth and professional development.**
Tipo de puesto: Jornada completa
Sueldo: $20,000.00 al mes
Tipo de jornada:
- Turno de 8 horas
Lugar de trabajo: Empleo presencial

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