Soporte Técnico Nivel 2: Soluciones Avanzadas

Placements24; Tuxtla Gutiérrez; On-site; MXN 180,000 - 240,000; Full time

Benefits offered by this job

Competitive salary

Health insurance

Opportunities for professional dev and

Certifications

Job summary

Placements24 is seeking a Level 2 Technical Support Agent in Tuxtla Gutiérrez, Chiapas to handle escalated issues, focusing on complex hardware, software, and networking problems while delivering outstanding customer service.

You will troubleshoot Windows and macOS, diagnose VPN/DNS/TCPIP networks, guide users with clear step-by-step solutions, and document resolutions and procedures for the knowledge base.

Qualifications

• Proven experience in Level 2 technical support
• Strong analytical and problem-solving abilities
• Excellent communication with non-technical users

Responsibilities

• Diagnose and resolve complex technical hardware and software issues escalated from Level 1 support.
• Provide advanced troubleshooting and support for network connectivity, operating systems, and application software.
• Guide end-users through step-by-step solutions in a clear and concise manner, over the phone or via remote access.
• Document all technical issues, resolutions, and procedures in the knowledge base.
• Collaborate with Level 3 support and engineering teams to resolve critical issues.
• Identify recurring technical problems and propose permanent solutions.
• Maintain and update technical documentation and support guides.
• Ensure timely and effective resolution of all technical support tickets, meeting or exceeding SLAs.
• Contribute to team efforts and assist colleagues as needed in Tuxtla Gutiérrez, Chiapas.

Skills

Technical troubleshooting

Analytical thinking

Communication skills

Tools

Jira

Zendesk

Job description

Placements24 is seeking a Level 2 Technical Support Agent in Tuxtla Gutiérrez, Chiapas to handle escalated issues, focusing on complex hardware, software, and networking problems while delivering outstanding customer service.

You will troubleshoot Windows and macOS, diagnose VPN/DNS/TCPIP networks, guide users with clear step-by-step solutions, and document resolutions and procedures for the knowledge base.