Agente de Soporte Técnico Nivel 2

Placements24; Tuxtla Gutiérrez; Sur place; MXN 180 000 - 240 000; Plein temps

Avantages offerts par ce poste

Competitive salary

Health insurance

Opportunities for professional dev and

Certifications

Résumé du poste

Placements24 is seeking a Level 2 Technical Support Agent in Tuxtla Gutiérrez, Chiapas to handle escalated issues, focusing on complex hardware, software, and networking problems while delivering outstanding customer service.

You will troubleshoot Windows and macOS, diagnose VPN/DNS/TCPIP networks, guide users with clear step-by-step solutions, and document resolutions and procedures for the knowledge base.

Qualifications

• Proven experience in Level 2 technical support
• Strong analytical and problem-solving abilities
• Excellent communication with non-technical users

Responsabilités

• 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.

Connaissances

Technical troubleshooting

Analytical thinking

Communication skills

Outils

Jira

Zendesk

Description du poste

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