IT Support Engineer

KMS Technology; Región Centro; A distancia; MXN 549,000 - 916,000; Jornada completa

Descripción de la vacante

A leading international tech company in Mexico seeks an IT Support Engineer to provide L1 and L2 support for a Business AI-driven application. The candidate should have over 3 years of IT support experience and excellent communication skills in English. Responsibilities include managing tickets, troubleshooting issues, and collaborating with teams to enhance IT operations. This role allows for remote work, with occasional office requirements.

Formación

• 3+ years of IT support or IT administration experience.
• Proven experience providing L1 and L2 support.
• Ability to adapt quickly and learn new applications.

Responsabilidades

• Provide L1 and L2 technical support for a Business AI-driven application.
• Manage and resolve tickets in IT service management platforms.
• Document solutions and improve support processes.

Conocimientos

L1 and L2 support

Troubleshooting

English communication skills

Problem-solving

Adaptability

Herramientas

Zendesk

ServiceNow

Descripción del empleo

Overview

At KMS Technology Mexico, we are passionate about building innovative software solutions that drive impact. As part of an international tech company, we offer a collaborative and inclusive environment where your ideas matter and your growth is our priority.

We are looking for a proactive and detail-oriented IT Support Engineer (Administrator) to provide day-to-day technical support for a Business AI-driven application. The ideal candidate will have hands-on experience delivering L1 and L2 support, managing tickets effectively, and ensuring timely resolution of issues for end-users. This role requires excellent English communication skills, strong problem-solving abilities, and the capacity to learn new products and technologies quickly. You will play a key role in maintaining smooth IT operations and ensuring a positive support experience for internal and external users.

Responsibilities

• Provide L1 and L2 technical support for a Business AI-driven application.
• Manage, troubleshoot, and resolve tickets in IT service management platforms (ideally Zendesk or similar).
• Diagnose application issues, provide user support, and escalate complex problems when necessary.
• Document solutions, contribute to knowledge base articles, and improve support processes.
• Monitor system performance and proactively identify and address potential issues.
• Collaborate with IT and product teams to resolve recurring problems and improve service reliability.
• Continuously learn new products, applications, and technologies relevant to the role.
• Deliver clear, professional, and effective communication in English with end-users and stakeholders.

Qualifications

• 3+ years of IT support or IT administration experience, with a focus on application/user support.
• Proven experience providing L1 and L2 support for business systems.
• Familiarity with ticketing systems such as Zendesk, ServiceNow, or similar.
• Strong troubleshooting, analytical, and problem-solving skills.
• Ability to adapt quickly and learn new applications or tools with minimal guidance.
• Excellent English communication skills, both verbal and written.
• Strong organizational and multitasking abilities, with a customer-first mindset.
• Team player who is proactive, resourceful, and eager to improve IT support operations.
• Ability to travel overseas for training, as required by business needs.

Additional Information

Location: Can work from anywhere within Mexico (working from the office will be required time to time)

Offices: Av. de las Américas 1254-17th, Country Club, 44610 Guadalajara, Jal.