Technical Support Engineer, Mx

Arketa; Tlaquepaque; Presencial; MXN 300.000 - 420.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health insurance

Descripción de la vacante

NTT DATA Services in Guadalajara, Jalisco seeks a Technical Support Engineer to manage critical incidents, troubleshoot Android-based platforms, and coordinate with internal teams to resolve outages. The role requires clear documentation in ServiceNow and strict adherence to SLAs.

Ideal candidates will have strong English language skills and experience with network basics, IPTV/Coax signals, and ITSM processes.

Formación

• Experience troubleshooting Android-based platforms (Chromecast/Google TV).
• Understanding of basic network architecture and IPTV/Coax live TV signals.
• Proficiency with ServiceNow workflows and SLA management.

Responsabilidades

• Own critical incidents from initial contact to resolution.
• Document troubleshooting steps in ServiceNow for a clear incident roadmap.
• Investigate root causes to implement permanent fixes.
• Communicate professionally with Hotel Managers or Property Engineers during outages.

Conocimientos

Android troubleshooting

Wi-Fi connectivity basics

Root-cause analysis

Incident management

English fluency

Herramientas

ServiceNow

Descripción del empleo

Technical Support Engineer – Guadalajara, Jalisco

NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward‑thinking organization.

We are currently seeking a Technical Support Engineer to join our team in Guadalajara, Jalisco (MX‑JAL), Mexico (MX).

• Critical Incident Ownership: Manage high volumes of incoming support calls from properties and perform proactive outgoing follow‑up calls to see open incidents through to resolution.
• Meticulous Ticket Management: Document every step of the troubleshooting process in ServiceNow. Ensure external teams and management have a crystal‑clear, guesswork‑free roadmap of each incident while maintaining strict adherence to SLAs.
• Root‑Cause Investigation: Go beyond simple script‑following to dig deep into issues, investigating underlying root causes until a permanent solution is found.
• High‑Stakes Communication: Maintain absolute composure, professionalism and empathy when speaking with stressed Hotel Managers or Property Engineers during critical outages.

• Android Ecosystem: Strong experience troubleshooting Android‑based platforms (Chromecast/Google TV), including managing apps, clearing cache and optimizing connectivity on integrated systems.
• Network & Signal Infrastructure: Solid understanding of basic network architecture, Wi‑Fi connectivity on Android devices and how IPTV/Coax live TV signals function.
• ITSM Tools: Proficiency with ServiceNow workflows, including status updates, priority matrixes and SLA management.
• Language Proficiency: 100% Fluency in English is required. Communication skills will be strictly evaluated as the primary filter prior to technical testing.

About NTT DATA Services

NTT DATA Services is a recognized leader in IT and business services, including cloud, data and applications, headquartered in Texas. As part of NTT DATA, a $30 billion trusted global innovator with a combined global reach of over 80 countries, we help clients transform through business and technology consulting, industry and digital solutions, applications development and management, managed edge‑to‑cloud infrastructure services, BPO, systems integration and global data centers. We are committed to our clients' long