Job Description

At Kelly, we are dedicated to connecting talent with the world of work in ways that enrich people's lives while providing companies with skilled professionals who drive innovation and growth. With more than 78 years of global experience and 29 years in Mexico, we are leaders in specialized solutions for the outsourcing of human resources, operational, and administrative processes.

kellyservices.com.mx

Support Individual Contributors-Support L2

Work Location: CDMX

Work Arrangement: Hybrid

Responsibilities:

• Provide second level technical support for software applications, resolving escalated issues to minimize business disruption.
• Diagnose and troubleshoot software issues using established procedures and diagnostic tools, escalating complex or unresolved issues as needed.
• Support software installation, configuration, and update deployment in coordination with the broader IT team.
• Maintain accurate support records and documentation, including troubleshooting notes and knowledge base articles.
• Provide end user guidance and basic training to support effective use of business software applications.
• Monitor recurring issues and user feedback, flagging trends that may indicate a broader system or process concern.

Preferred Skills & Experience

• The following are not requirements. They represent backgrounds and experience that may help someone ramp up faster or contribute more quickly in this role.
• Working knowledge of troubleshooting across Windows, macOS, and Linux environments.
• Experience with remote support tools and a ticketing or IT service management platform.
• Working knowledge of network protocols and fundamentals.
• Understanding of core cybersecurity principles relevant to software support.
• Strong problem solving and analytical skills to resolve technical issues methodically.
• Clear communication skills, able to explain technical concepts to non-technical users.
• Ability to manage time and multiple support requests in a fast paced environment.
• Collaborative approach with other IT staff and cross-functional partners.

What Success Looks Like

• Escalated issues get resolved accurately the first time, with minimal reopened tickets.
• End users feel informed and supported throughout the resolution process, not just handed a fix.
• Knowledge base articles and troubleshooting notes are clear enough that colleagues can use them to resolve similar issues independently.
• Recurring issues are flagged early, giving the team a chance to address root causes rather than repeat fixes.

A Typical Week

• Working a queue of escalated tickets, prioritizing based on business impact and urgency.
• Diagnosing a software issue that first-line support could not resolve, and walking the end user through the fix.
• Documenting a new or unusual issue so the broader team can recognize and resolve it faster next time.
• Coordinating with the broader IT team on a software update or configuration change affecting multiple users.
• Providing informal guidance to a newer teammate working through a support issue

Ready to take the next step in your career? Apply today and become part of a global company that values ​​your talent. Join Kelly and discover what you can achieve.