About the Role

Our client, a rapidly growing technology firm, is seeking a skilled Level 2 Technical Support Agent to join their dedicated team in Tuxtla Gutiérrez, Chiapas . This role requires a problem-solver with a strong technical aptitude and excellent customer service skills. You will be responsible for resolving more complex technical issues escalated from the Level 1 support team, ensuring minimal disruption to our clients' operations. This is a full-time, on-site position, vital for maintaining our commitment to prompt and effective technical assistance. We are building a culture of innovation and excellence, and this role is key to upholding our reputation for outstanding technical support. You will have the opportunity to work with cutting-edge technology and contribute to significant projects within the company. This is an excellent career opportunity in the heart of Tuxtla Gutiérrez .

Key Responsibilities

- Diagnose and resolve complex technical hardware and software issues escalated from Level 1 support.
- Provide advanced troubleshooting and support for network connectivity, operating systems, and application software.
- Guide end-users through step-by-step solutions in a clear and concise manner, over the phone or via remote access.
- Document all technical issues, resolutions, and procedures in the knowledge base.




- Collaborate with Level 3 support and engineering teams to resolve critical issues.
- Identify recurring technical problems and propose permanent solutions.
- Maintain and update technical documentation and support guides.
- Ensure timely and effective resolution of all technical support tickets, meeting or exceeding SLAs.
- Contribute to team efforts and assist colleagues as needed in Tuxtla Gutiérrez, Chiapas .

Requirements

- Proven experience as a Technical Support Specialist, with at least 2 years in a Level 2 role.
- Strong knowledge of Windows, macOS, and common business applications.
- Experience with network troubleshooting (TCP/IP, DNS, VPN).
- Familiarity with hardware components and troubleshooting.
- Excellent analytical and problem-solving skills.
- Strong communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
- Experience using ticketing systems (e.g., Jira, Zendesk) and remote support tools.
- Relevant certifications (e.g., CompTIA A+, Network+) are a plus.
- Ability to work full-time and on-site in Tuxtla Gutiérrez, Chiapas .

Benefits

Our client offers:

- competitive salary
- health insurance
- opportunities for professional development and certifications
- a dynamic work environment
- the chance to work with advanced technologies

📌 Agente de Soporte Técnico Nivel 2 (Tuxtla Gutiérrez)
🏢 Placements24
📍 Tuxtla Gutiérrez