Technical Support Engineer

Mexico City, Mexico
  • Position Summary (Roles & Responsibilities):

    • Provide customer service through ServiceDesk
    • Process and resolve system’s and customer's technical L1 issues
    • Negotiate resolution process with service provider on L2 incidents
    • Create knowledge documents to reduce L1 (‘how do I’/‘what is this’) questions
    • Providing Technical guidance and trainings to Service Desk team
    • Initiate development, and develop internal technical procedures for Service Desk for all existing and new coming operations/types of requests
    • Report on any operational risks, unexpected delays or production issues to the management
    • Control technical conformity of Service Requests fulfillment.
    • Manage projects and tasks related to automation and optimization tasks performed in the Service Desk

    Experience & Requirements:

    • Highly motivated individual with good analytical skills dedicated to completing tasks on schedule
    • Excellent deductive reasoning and troubleshooting skills
    • Experience in system, network or application administration with expert troubleshooting ability (Linux)
    • Experience of working in knowledge management environment: creating detailed knowledge documents after resolving the incidents, empowering users, enabling self-service to reduce repeat incidents
    • Solid understanding of Internet technologies, network protocols and services
    • Command line advanced usage proficiency
    • Good communications and interpersonal skills
    • Good customer service skills, with good written and verbal communications.
    • Creative thinking and Initiative (analyzes strengths and weaknesses of current approaches, modifies and adapts current methods and approaches to better meet needs)
    • English level: intermediate or upper


    Will be of advantage:

    • Understanding of IaaS, PaaS, SaaS service delivery
    • Understanding and knowledge of ITIL framework best practices for IT Service Management
    • Technical experience of an application hosting environment (including web servers, database, virtualization, storage, load balancers, firewalls)
    • Experience with SQL and NoSQL
    • Experience in scripting languages (shell, bash and python)


  • Spoken and written English & Spanish 
  • Knowledge of SW development/implementation methodology
  • Ability to read Java code and query Oracle DB
  • Good communication skills


Apply for this job

Please submit a detailed CV and fill out all the fields in the form.

We help you focus on the most important step you'll take. Your next one.

Take your strategy, your operations, and your business forward today.