IT Support Engineer at KMS Technology

Guadalajara, jalisco, Mexico -

Full Time

Start Date

Immediate

Expiry Date

19 Dec, 25

Salary

0.0

Posted On

20 Sep, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

IT Support, Technical Support, Troubleshooting, Problem Solving, Zendesk, ServiceNow, Communication, Analytical Skills, Customer Service, Team Player, Organizational Skills, Multitasking, Adaptability, Learning, Documentation, Collaboration

Industry

Software Development

Description

Company Description At KMS Technology Mexico, we are passionate about building innovative software solutions that drive impact. As part of an international tech company, we offer a collaborative and inclusive environment where your ideas matter and your growth is our priority. Job Description 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: Av. de las Américas 1254-17th, Country Club, 44610 Guadalajara, Jal.

Responsibilities

Provide L1 and L2 technical support for a Business AI-driven application. Manage, troubleshoot, and resolve tickets in IT service management platforms.