Online Support Engineer

Your tasks

Handle incidents from the IT service catalog by identifying the resolution priority to comply with them in a timely and proper manner, as well as proposing improvements to the support processes that help foresee future impacts to ensure the correct functioning of the services

• Analyze information regarding registered incidents to detect possible failures or errors, proposing process improvements with the aim of foreseeing major impacts

• Attend to and document requests and incidents reported by the user regarding the systems, requesting complete information for an expeditious and timely diagnosis

• Attend to tickets related to user profile problems to apply the corresponding corrections with the objective of ensuring that the necessary tools are delivered for the development of their tasks

• Generate queries through database tools for the development of requested reports, so that the end user has truthful information for decision-making

• Channel to the corresponding area in case of doubt regarding policies and system functioning to ensure understanding in the correct handling and use of them

• Perform analysis of recurring incidents to determine if this is a development problem and, if so, request its resolution from quality control

Requirements

Education: Bachelor's degree in Computer Systems, Informatics, or related field. Experience: Minimum 1 year in programming with Transact-SQL (T-SQL). Knowledge:

• SQL or MySQL intermediate level.
• ITIL.
• Incident/ticket attention and follow-up.
• Diagnosis of system and user profile problems.

English: Basic, technical, and conversational.

Minimum education: Higher education - Bachelor's degree years of experience Knowledge: Base de datos, Soporte técnico, Sql, Sql developer, Sql server Keywords: engineers, ingeniera, ing, engineer, apoyo, support, soporte