Application Support Analyst

HCL Technologies Limited; Ciudad de México; Hybrid; MXN 260,000 - 420,000; Full time

Benefits offered by this job

Major medical insurance

Saving fund

Grocery coupons

12 days vacations

Job summary

HCLTech is offering a full-time permanent position for a Level 1 and Level 2 application support specialist. You will support the FIFA Connect Platform (FCP) and FIFA Connect Competition Management System (FCMS), delivering multilingual support to FIFA Member Associations with timely issue resolution and user training.

The role requires strong troubleshooting and customer service skills, experience with enterprise web applications, and a willingness to travel within Mexico City when required.

Qualifications

• 5+ years' experience in customer and related application support.
• Experience using ITSM/support management tools (e.g., Freshdesk, Jira, ServiceNow or equivalent).
• Strong troubleshooting, analytical and problem-solving skills.
• Excellent customer service and communication skills.
• Experience supporting enterprise web applications is preferred.

Responsibilities

• Provide Level 1 and Level 2 support for FCP and FCMS, ensuring incidents and service requests are resolved within agreed SLAs.
• Act as the primary point of contact for Member Associations, delivering support via email, phone and video conferencing.
• Troubleshoot functional and technical issues, performing initial diagnosis and resolution where possible.
• Receive and manage incidents escalated from Tier 1 Support, providing in-depth troubleshooting and root cause analysis for complex application, software and integration issues.
• Escalate product defects and complex technical issues to development teams, working collaboratively to ensure timely resolution.

Skills

Customer support

Troubleshooting

Communication

Analytical

Experience with ITSM tools

Tools

Freshdesk

Jira

ServiceNow

Job description

Location: Remote in Mexico (Willing to travel to Mexico City when Client comes)

Fulltime Permanent Position with HCLTech

Provide Level 1 and Level 2 application support for the FIFA Connect Platform (FCP) and FIFA Connect Competition Management System (FCMS), ensuring high-quality multilingual support for FIFA Member Associations through timely issue resolution, user training and service excellence.

Key Responsibilities

• Provide Level 1 and Level 2 support for FCP and FCMS, ensuring incidents and service requests are resolved within agreed SLAs.
• Act as the primary point of contact for Member Associations, delivering support via email, phone and video conferencing.
• Troubleshoot functional and technical issues, performing initial diagnosis and resolution where possible.
• Receive and manage incidents escalated from Tier 1 Support, providing in-depth troubleshooting and root cause analysis for complex application, software and integration issues.
• Resolve configuration-related issues, perform process restarts where required, and coordinate with the hosting provider for infrastructure or hardware-related incidents.
• Escalate product defects and complex technical issues to development teams, working collaboratively to ensure timely resolution.

Mandatory Skills

• 5+ years' experience in customer and related application support.
• Experience using ITSM/support management tools (e.g., Freshdesk, Jira, ServiceNow or equivalent).
• Strong troubleshooting, analytical and problem-solving skills.
• Excellent customer service and communication skills.
• Experience supporting enterprise web applications is preferred.

Language Requirements

Mandatory (Read/Write and Speak).

We offer:

• Benefits above law (Major and minor medical insurance, saving fund, grocery coupons, 12 days vacations)
• Convenient office locations
• Great work environment
• Flexible dress code