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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.**Responsibilities**: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**:- Manage, troubleshoot, and resolve tickets in IT service management platforms (ideally Zendesk or similar).- 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.- Deliver clear, professional, and effective communication in English with end-users and stakeholders.**Qualifications**:- 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.- 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.**Benefits and Perks**:**Location**: Can work from anywhere within Mexico (working from the office will be required time to time)**Offices**:Av. de las Américas th, Country Club, 44610 Guadalajara, Jal.
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