Support Technician L2

Everscale Group; Ciudad de México; Presencial; MXN 180,000 - 300,000; Jornada completa

Descripción de la vacante

An established industry player is looking for a highly skilled Support Technician L2 to join their dynamic team. In this pivotal role, you will ensure seamless operations by diagnosing and resolving complex technical issues while delivering exceptional customer service. Your expertise will be crucial in maintaining hardware and software, collaborating with internal teams and external clients to ensure timely issue resolution. If you're passionate about technology and thrive in a collaborative environment, this opportunity offers a chance to make a significant impact while advancing your career in a supportive and innovative workplace.

Formación

• Proven experience in technical support roles with strong troubleshooting skills.
• Relevant certifications like CompTIA A+ are advantageous.

Responsabilidades

• Provide second-level technical support for hardware, software, and network issues.
• Manage support incidents and document activities in the ticketing system.

Conocimientos

Technical Support

Customer Service

Problem-Solving

Communication Skills

Network Troubleshooting

Hardware Troubleshooting

Software Troubleshooting

Educación

Bachelor’s degree in Information Technology

Bachelor’s degree in Computer Science

Herramientas

Ticketing System

Descripción del empleo

We are seeking a highly skilled Support Technician L2, who plays a crucial role in ensuring smooth operation and providing exceptional technical support. You will be responsible for diagnosing and resolving complex technical issues, maintaining hardware and software, and delivering outstanding customer service. This role involves collaborating with both internal teams and external clients to ensure timely and effective issue resolution.

Responsibilities:

1. Technical Support:
   • Provide second-level technical support to end-users, addressing hardware, software, and network issues.
   • Diagnose and troubleshoot complex technical problems, ensuring prompt resolution.
2. Customer Service:
   • Deliver excellent customer service through effective communication and problem-solving.
   • Keep clients informed of the status of their support requests and ensure customer satisfaction.
3. Incident Management:
   • Manage and prioritize support incidents, escalating issues to higher levels of support when necessary.
   • Document and track all support activities using our ticketing system.
4. Hardware and Software Maintenance:
   • Install, configure, and maintain computer systems, peripherals, and software applications.
   • Perform routine maintenance tasks to ensure optimal system performance.
5. Collaboration:
   • Work closely with other support technicians, as well as cross-functional teams, to resolve issues and improve overall system efficiency.
   • Collaborate with third-party vendors for advanced issue resolution.

Qualifications:

• Proven experience as a Support Technician or in a similar technical support role.
• Strong knowledge of computer systems, networks, and hardware/software troubleshooting.
• Excellent customer service and communication skills.
• Ability to work independently and collaboratively in a team environment.
• Relevant certifications (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician) are a plus.
• Bachelor’s degree in Information Technology, Computer Science, or a related field is preferred