IT Support Engineer
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Job Location:
Guadalajara - Mexico
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Department:
Job Summary
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.
Key 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: las Américas 1254-17th Country Club 44610 Guadalajara Jal.
Remote Work :
No
Employment Type :
Full-time
Key Skills
- Engineering Support
- Law Enforcement
- ABB
- Information Security
- Adobe Dreamweaver
- Data Analysis
About Company
KMS Technology was established in 2009 as a U.S.-based software services company. With development centers in Vietnam and Mexico, we have been trusted globally for the superlative quality of our software consulting & development services, technology solutions, and engineers' expertise ... View more
