It Support Associate (San Luis Potosí)

Responsibilities

• Diagnose and troubleshoot hardware, software, and infrastructure problems.
• Manage requests and incidents through ticket management systems, documenting actions taken.
• Provide effective solutions and analyze data to identify recurring trends or areas for improvement.
• Implement corrective actions based on root‑cause analysis.
• Create, update and manage operational standards and process documentation.
• Provide support according to established processes and ensure compliance.
• Train less experienced staff in IT tools and procedures.
• Oversee and support contracted resources.
• Collaborate with internal teams and external suppliers to ensure effective solutions.
• Identify opportunities for improvement and propose changes to optimize services and processes.
• Manage the relationship with external suppliers, providing follow‑up and ensuring compliance with standards.
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