On-Site Technical Support L2 (English, Portuguese, Spanish)

STEFANINI LATAM; Puebla de Zaragoza; Presencial; MXN 200,000 - 400,000; A tiempo parcial

Descripción de la vacante

A leading IT service provider seeks an On-Site Technical Support L2 professional in Puebla. The role involves serving as the primary escalation point for technical issues, providing hands-on support for devices, and managing IT assets. Successful candidates will be fluent in English, Portuguese, and Spanish, with at least 3 years of IT support experience. This challenging position offers opportunities for process improvement and user training, fostering a customer-oriented environment.

Formación

• Fluency in English, Portuguese, and Spanish (spoken and written).
• 3+ years of experience in IT support, with at least 1 year in a senior or escalation role.
• Strong expertise in Windows OS, Microsoft Office Suite, and basic networking.

Responsabilidades

• Serve as primary escalation point for unresolved technical issues.
• Deliver hands-on support for desktops, laptops, and peripherals.
• Document incidents and solutions in ITSM tools.

Conocimientos

Fluency in English

Fluency in Portuguese

Fluency in Spanish

3+ years in IT support

Strong expertise in Windows OS

Excellent communication skills

Customer-oriented mindset

Herramientas

Microsoft 365

ServiceNow

Active Directory

Descripción del empleo

On-Site Technical Support L2 (English, Portuguese, Spanish)

Published on DECEMBER 26, 2025

Applications open until FEBRUARY 21, 2026

Workplace: Puebla - Pue Puebla - Pue

Job type: Temporary Temporary

¡ On-Site Technical Support L2 (English, Portuguese, Spanish)!

Responsibilities and assignments

• Serve as the primary onsite escalation point for technical issues unresolved by Tier 1 support, including hardware, software, and networking problems.
• Deliver hands-on support for desktops, laptops, mobile devices (iOS/Android), printers, and other peripherals.
• Install, configure, and maintain Windows operating systems (Windows 10/11), Microsoft Office Suite, and other enterprise applications.
• Troubleshoot and resolve incidents related to connectivity, network configuration, and printer setup.
• Provide multilingual support to users in English, Portuguese, and Spanish, ensuring clear communication and effective problem resolution.
• Manage IT asset lifecycle: registration, assignment, tracking, updates, and decommissioning.
• Document incidents, solutions, and asset changes in ITSM tools (e.g., ServiceNow).
• Collaborate with remote teams, provide smart hands support and escalate unresolved issues to higher-level support as needed.
• Participate in IT projects, rollouts, and onboarding of new team members.
• Ensure compliance with corporate IT policies, security standards, and asset management procedures.
• Proactively identify and implement process improvements to enhance service delivery.
• Provide user training and knowledge sharing to promote IT best practices.
• Experience supporting VIP or executive users.
• Familiarity with IT asset management and ITSM platforms (e.g., ServiceNow).
• Previous work in a multilingual or multicultural environment.

Requirements and qualifications

• Fluency in English, Portuguese, and Spanish (spoken and written).
• 3+ years of experience in IT support, with at least 1 year in a senior or escalation role.
• Strong expertise in Windows OS, Microsoft Office Suite, and basic networking (IP configuration, VPN, DNS, DHCP).
• Experience supporting Microsoft 365, Active Directory, and remote troubleshooting tools.
• Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
• Strong organizational skills, attention to detail, and ability to manage multiple priorities.
• Customer-oriented mindset with a proactive and empathetic approach.
• Ability to work independently and as part of a team.
• IT certifications (e.g., CompTIA A+, Microsoft 365 Certified, Network+) are a plus.

Additional information

Process stages

• Step 1: Registration 1 Registration
• Step 4: Onboarding 4 Onboarding
• Step 5: Hiring 5 Hiring