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Hybrid in Mexico: Guadalajara
Support.Users, Communication
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We are looking for a Support Specialist to provide responsive end-user assistance and act as a single point of contact for user requests across multiple applications and systems. You will analyze incidents, resolve or escalate tickets using ITIL-aligned practices, and help improve support documentation.
Responsibilities
- Register and classify incoming tickets to ensure accurate categorization and prioritization
- Perform initial triage, diagnose issues, and resolve incidents or escalate to higher support levels when needed
- Handle alerts, emails, and phone calls to maintain timely communication with users
- Monitor application health checks and respond to signs of degradation or outages
- Communicate proactively with users and stakeholders on ticket status, next steps, and expected timelines
- Update the knowledge base by identifying gaps and documenting new resolutions and troubleshooting steps
- Support reporting and ticket quality checks, analyze ticket trends, and participate in support process reviews and team meetings
Requirements
- 2+ years of experience in end-user support or service desk roles
- Strong ticket triage and incident management skills
- ITIL-based support practices knowledge
- Intermediate MS Windows knowledge
- Intermediate Microsoft Office Suite knowledge
- Strong analytical and research skills
- Excellent phone and written communication skills
- B2 Upper-Intermediate English proficiency (CEFR B2)
- Willingness to work non-standard shifts and a hybrid schedule when required
Nice to have
- Previous experience in client-facing or technical support roles
- ITIL knowledge
- Basic networking concepts knowledge
- Cloud platforms awareness
- Experience with ITSM or ticketing tools