App Support Specialist L1

hace 1 semana

Tijuana BC, México Confie A tiempo completo
Job Information

Department Name

INFORMATION TECHNOLOGY

Job Type

Full time

Industry

Technology

Service Now Ticket

INC1446834

Modality

WFH

Work Experience

1-3 years

Assigned Recruiter Contact

Date Opened

01/09/2026

City

Tijuana

State/Province

Baja California

Country

Mexico

Zip/Postal Code

22010

Job Description

The Application Support Technician Level 1 is the first point of contact for end-users seeking technical assistance relative to applications and processes. This entry-level role requires strong communication and problem-solving skills to provide timely and efficient support, troubleshoot basic issues, and escalate complex problems to higher-level support teams. The Application Support Technician Level 1 plays a crucial role in ensuring end-users can effectively use the applications and have a positive experience with the support services.

Job Responsibilities and functions

  • Respond to user inquiries and technical issues related to software applications via phone, or ticketing system.
  • Provide prompt and courteous assistance, guiding end-users through simple troubleshooting steps and application functionalities.
  • Record and classify received Incidents and undertake an immediate effort to restore a failed IT Service as quickly as possible
  • Log all Incident/Service Request details, allocating categorization and prioritization codes
  • Communicate effectively with end-users, team members, and other stakeholders, providing updates on support progress and issue resolution
  • Verify resolution with users and resolve Incidents in ServiceNow
  • Escalate Major Incidents to the Application Support Supervisor
  • Escalate Incidents at risk of breaching Service Level Agreement to the Application Support Supervisor.
  • Assess and triage support tickets to identify basic issues that can be resolved at the Level 1 support level.
  • Escalate complex issues or those requiring deeper technical knowledge to Level 2 or Level 3 support teams.
Requirements
  • University/ College degree (Desirable)
  • Advance English Level
  • Specialized knowledge
  • Strong computer literacy skills, Proficient in Microsoft Office Products
  • Diagnostic and analytical skills for software and general IT application knowledge
  • General Computer knowledge (CPU hardware component's)
Benefits
  • Paid days off
  • Competitive weekly salary
  • Great location (Zona Río, Tijuana)
  • Benefits by law and more
  • Private Health Insurance and Preventative Care
  • Friendly work environment
  • Savings Fund and voluntary Savings Account
  • Financing and discounts at various establishments around the city
  • Career growth opportunities
  • Constant motivational events and more

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