IT Support Engineer

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.