Application Support Analyst

Role: L2 Application Support Analyst

Location: Remote in Mexico (Willing to travel to Mexico City when Client comes)

Key Skills: ITMS, L1 L2 level support

Fulltime Permanent Position with HCLTech

Provide Level 1 and Level 2 application support for the FIFA Connect Platform (FCP) and FIFA Connect Competition Management System (FCMS), ensuring high-quality multilingual support for FIFA Member Associations through timely issue resolution, user training and service excellence.

Key Responsibilities

• Provide Level 1 and Level 2 support for FCP and FCMS, ensuring incidents and service requests are resolved within agreed SLAs.
• Act as the primary point of contact for Member Associations, delivering support via email, phone and video conferencing.
• Troubleshoot functional and technical issues, performing initial diagnosis and resolution where possible.
• Receive and manage incidents escalated from Tier 1 Support, providing in-depth troubleshooting and root cause analysis for complex application, software and integration issues.
• Resolve configuration-related issues, perform process restarts where required, and coordinate with the hosting provider for infrastructure or hardware-related incidents.
• Escalate product defects and complex technical issues to development teams, working collaboratively to ensure timely resolution.

Mandatory Skills

• 5+ years' experience in customer and related application support.
• Experience using ITSM/support management tools (e.g., Freshdesk, Jira, ServiceNow or equivalent).
• Strong troubleshooting, analytical and problem-solving skills.
• Excellent customer service and communication skills.
• Experience supporting enterprise web applications is preferred.

Language Requirements

Mandatory (Read/Write and Speak).

• Fluent English.

We offer:

• Direct Hiring, 100% payroll schema
• Benefits above law (Major and minor medical insurance, saving fund, grocery coupons, 12 days vacations)
• Convenient office locations
• Great work environment
• Flexible dress code
• Multicultural environment
• Share your CV in English.
• Education Benefits

If you´re interested please send your English resume to [email protected]