Junior Support Engineer

Safeguard Global Recruiting; Cancún; Presencial; MXN 30,000 - 60,000; Jornada completa

Descripción de la vacante

An established industry player seeks a dedicated Technical Support Specialist to troubleshoot and resolve customer issues in a dynamic environment. This role involves acting as a key liaison between clients and internal teams, ensuring effective communication and resolution of technical challenges. Candidates should possess a degree in Systems Engineering or a related field, along with strong customer service skills and an intermediate understanding of network administration. This position offers an exciting opportunity to engage with cutting-edge technology while providing exceptional support to clients. If you thrive in a fast-paced environment and are eager to make a difference, this role is for you.

Formación

• Degree in Systems Engineering or related field is required.
• Intermediate knowledge of network administration is essential.

Responsabilidades

• Register and categorize incidents in the service desk tool.
• Troubleshoot and resolve requests related to the client’s Cisco telephony platform.

Conocimientos

Network Administration

Technical Support

Customer Service

Troubleshooting

Educación

Degree in Systems Engineering

Degree in Communications and Electronics Engineering

Herramientas

Service Desk Tool

Cisco Telephony Platform

Descripción del empleo

The ideal candidate will be responsible for configuring and troubleshooting our product to resolve our customers' technical issues. You will support the customer by acting as the liaison between the customer and other internal teams. Your ability to work in complex networking environment will also make you an ideal candidate.

Responsibilities

• Register and categorize reported incidents in the service desk tool.
• Identification and diagnosis of Level 1 and 2 failures.
• Support ticket management, documentation of activities, changes, and failures.
• Update the knowledge base with resolutions to encountered issues.
• Monitor and follow up on client network incidents until resolution.
• Troubleshoot and resolve requests related to the client’s Cisco telephony platform.
• Participate in special projects as required.
• Statistical reporting.
• Service delivery.

Qualifications

• Willingness to travel.
• Availability to work flexible hours.
• Willingness to work on weekends.
• Availability to cover weekend or night shifts.
• Courtesy, positive attitude, and sensitivity in customer interactions.
• Education: Degree in Systems Engineering, Communications and Electronics Engineering, or related field.
• Reading and writing comprehension of technical English.
• Intermediate knowledge of network administration.