Especialista de Soporte

HITSS, the System Integrator of América Móvil Group, with more than 37 years of experience delivering digital solutions and IT services across 8 countries in Latin America and the United States, invites you to join its leading Information Technology team.

💼 Job: Support Specialist

📍 Location: Mexico

📅 Employment Type: Full Time

⏰ Work Schedule: 40 working hours per week, plus mandatory participation in a rotating 24/7 on-call schedule for critical incidents.

🎯 Position Objective

Act as an expert Level 2/Level 3 support point of contact for the resolution of issues affecting critical applications, including Oracle Primavera and internal document management and identity management systems (SEDO, SUNA, and IDMS).

🎓 Profile Requirements

Education:
Bachelor’s Degree in Computer Science, Information Technology, Systems Engineering, or a related field.

🛠️ Qualifications

• Proven experience providing application support for Oracle Primavera P6 (mandatory)

• Strong knowledge of SQL and experience executing structured database queries.

• Experience working with IDMS or Enterprise Content Management (ECM/EDMS) platforms.

• Experience using ITSM tools such as ServiceNow, Jira, or similar ticketing systems.

• Ability to analyze application errors, troubleshoot incidents, and identify root causes.

• Experience managing user access, roles, and permissions.

• Ability to collaborate with development teams for the escalation and resolution of complex issues.

• Strong analytical and problem-solving skills.

• Excellent communication and stakeholder management abilities.

• Advanced English communication skills (mandatory)

🧩 Responsibilities

• Provide Level 2 and Level 3 support for Oracle Primavera P6 and internal systems including SEDO, SUNA, and IDMS.

• Analyze application incidents, troubleshoot issues, and coordinate resolutions with technical teams.

• Execute SQL queries and perform data validation activities to support incident investigation and problem resolution.

• Manage user access, permissions, and profile administration across supported platforms.

• Escalate and document complex technical issues while serving as a liaison between users and development teams.

• Participate in the rotating 24/7 on-call support schedule for critical business incidents.

🧠 Soft Skills

• Teamwork

• Responsibility

• Proactivity

• Analytical Thinking

• Attention to Detail

• Customer Service Orientation

🌟 What We Offer

• Join a team of technology experts supporting mission-critical enterprise applications.

• Work in a dynamic and collaborative environment with global teams.

• Access professional growth opportunities and continuous learning programs.

Comprehensive Benefits Package:

• Major Medical Insurance

• Life Insurance

• Carso Employee Benefits & Discount Program

• Grocery Vouchers

• Restaurant Vouchers

• Savings Fund

• Productivity Bonus