IT Technical Support L3

hace 2 días

Jalisco, México Taltere A tiempo completo

**IT Technical Support L3 Agent**:

- **Requirements**
3+ years of experience in IT support or a similar role.
Strong customer service mindset.
Excellent English and Spanish communication skills (French is a plus).
Experience working in international environments.
Strong organizational and problem-solving skills.
Ability to work independently and adapt to changing priorities.
Experience creating user-oriented documentation (FAQs, manuals, guides).
Basic scripting experience (PowerShell, Bash, Python, or JavaScript) for automation.
Familiarity with system monitoring, observability (Splunk), and alerting.
Understanding of system integration concepts (APIs, sync/async processes).
Experience in Jira administration (configuring workflows, automation, permissions, and integrations).
Ability to handle stressful situations and unexpected issues.
Willingness to travel occasionally.
**Preferred Skills**
ITIL Foundation or other ITSM certifications.
Experience with Microsoft Office Suite (Excel, Word, OneDrive, Outlook).
Hands-on experience with Atlassian tools (Jira, Confluence) as both user and administrator.
Knowledge of Splunk for system monitoring and troubleshooting.
Advanced scripting experience for automation (Python, Bash, PowerShell, or JavaScript).
Experience with cloud platforms (Azure, AWS, or GCP).
- **Main Purpose**
We are looking for a skilled IT Technical Support L3 Agent to join the Digital Legal team of a major international sports organization. You will be responsible for maintaining, supporting, and improving digital legal systems, including web portals, a case management back-office, and various integrations.
This role involves resolving technical issues, handling tickets, creating documentation, automating processes through scripting, and collaborating with different teams. We seek someone proactive, eager to learn new technologies, and comfortable working in both business and technical environments.
**Key Responsibilities**
Diagnose and resolve support incidents and service requests.
Manage and prioritize tickets to ensure timely resolution.
Communicate with users and provide updates on issue progress.
Handle technical and business-related queries, from simple to complex cases.
Maintain and enhance the support knowledge base and known-error database.
Create and update user manuals for digital legal systems.
Follow documented troubleshooting procedures to resolve system errors.
Support onboarding of internal and external users.
Notify stakeholders about planned operations and major incidents.
Identify and implement automation scripts to streamline support tasks.
Administer and configure Jira (workflows, permissions, custom fields, dashboards, automation rules, and integrations).
Suggest automation and process improvements to optimize system support.
Collaborate with Product Owners, Business Analysts, and internal teams.

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