Brokerage Apps Support Specialist – Hybrid (Weekly Onsite)

Pyramid Consulting, Inc; Ciudad de México; Hybrid; MXN 240,000 - 360,000; Full time

Job summary

UPS IT MEXICO is seeking a Brokerage Applications Support Specialist to provide Level 1 and 2 support for Slamnet and related customs brokerage applications. The role requires strong customer service, incident management, and coordination with vendors to resolve issues with minimal business disruption.

The position is hybrid, with mandatory onsite attendance once weekly at the UPS airport operations office in Mexico City. English communication and documentation skills are essential.

Qualifications

• 1–3 years of experience in Help Desk, Service Desk, Technical Support, or Application Support.
• Experience providing remote and telephone-based support.
• Familiarity with incident management and troubleshooting processes.
• Experience with ticketing or ITSM platforms preferred.

Responsibilities

• Deliver remote, telephone, and scheduled onsite application support.
• Troubleshoot incidents involving applications, system access, and connectivity.
• Register, manage, and follow up on incidents and service requests through approved ITSM platforms.
• Escalate complex technical or functional issues to appropriate support groups.
• Identify recurring issues and maintain troubleshooting documentation, logs, and knowledge articles.
• Collect, document, and organize evidence for technical investigations.
• Coordinate communication during critical incidents within the established support window.

Skills

Help Desk

Service Desk

Technical Support

Application Support

Education

Bachelor’s degree or technical IT qualification

Tools

ITSM platforms

Job description

UPS IT MEXICO is seeking a Brokerage Applications Support Specialist to provide Level 1 and 2 support for Slamnet and related customs brokerage applications. The role requires strong customer service, incident management, and coordination with vendors to resolve issues with minimal business disruption.

The position is hybrid, with mandatory onsite attendance once weekly at the UPS airport operations office in Mexico City. English communication and documentation skills are essential.