L1/L2 Support Analyst - Guadalajara - InfoVision Inc.

    InfoVision Inc.
    InfoVision Inc. Guadalajara

    hace 8 horas

    Tecnología / Internet
    Descripción

    Job Summary:

    Detail-oriented and proactive L1 & L2 Support Analyst with experience in providing application and platform support for enterprise analytics environments. Skilled in incident management, access control, stakeholder communication, and SLA-driven ticket resolution. Experienced in supporting cloud-based data and analytics platforms while ensuring smooth user operations.

    Key Responsibilities:

    Provide L1 support for analytics and data applications within the DASH platform, assisting users with environment setup and troubleshooting while coordinating with technical teams for L2 issues. Manage user access to tools like Tableau, Power BI, and SAS, ensuring compliance with security protocols and maintaining communication with stakeholders. Handle incident and ticket management through ServiceNow and JIRA, prioritizing issues based on SLA commitments. Maintain documentation, create SOPs, and identify opportunities to improve support processes.

    Technical Skills & Qualifications:


    • Experience: 1–2 years of experience in technical/application support.


    • Cloud & Data Exposure: Basic understanding of AWS, Data Lakes, Hadoop environments.


    • Programming Knowledge: Familiarity with Python (preferred).


    • Ticketing Tools: Hands-on experience with ServiceNow and JIRA (mandatory).


    • Troubleshooting: Ability to perform basic diagnostics on cloud-based analytics platforms.


    • Communication Skills: Strong verbal and written English communication skills, particularly for interacting with US-based stakeholders.

    Preferred Candidate Profile:


    • Comfortable working in the EST time zone (8:00 AM – 5:00 PM).


    • Ability to translate business/user requirements into technical actions.


    • Quick learner with the ability to adapt to enterprise-level software tools.


    • Proactive, responsible, and SLA-focused professional.

    What we offer:

    Competitive salary & benefits – Including attractive legal and above-the-law perks.

    Collaborative, innovative work environment.

    Career growth opportunities & skill development.

    Flexible remote work options.


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