Job Description

We are an important holding company in the telecommunications sector, we have a national presence and today we are in the process of expansion, which is why we are seeking to incorporate a Level 2 Help Desk Support Operator for an important mining project.

The main functions of the position will be:
• Resolve technical incidents escalated by Level 1 that require greater technical knowledge.
• Analyze root causes of recurring incidents and collaborate in the implementation of definitive solutions.
• Document procedures and advanced technical solutions for team consultation.
• Coordinate technical actions with Level 3 specialists (infrastructure, security, development).
• Support the technical training of Level 1 personnel.
• Contribute to compliance with established SLAs through precise and effective technical responses.
• Participate in technical meetings and in the continuous improvement of support processes.
• Support in IT projects according to the client's request.

Desired profile:
-Higher Technician or Professional Degree in IT, Networks, Systems, Computing or related careers.
-Minimum 3 years of verifiable experience in technical support, with at least 2 years serving second level functions (N2) or as a technical specialist in service desks of similar complexity.
-Advanced knowledge of operating systems (Windows, macOS, Linux).
-Experience in diagnosing and resolving network problems, connectivity, advanced configuration of equipment and services.
-Basic administration of network services (DNS, DHCP, Active Directory).
-Intermediate/advanced management of ticket management and monitoring tools.
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