Tech Support Specialist

You will support Levi Strauss & Co.’s 24/7 IT Service Management Command Center by monitoring enterprise systems, validating alerts, performing initial incident triage, and escalating issues quickly to the right technical teams. Working with senior technicians, Incident Managers, Service Desk teams, and infrastructure and application specialists, you will help maintain service availability, accurate operational visibility, and a positive user experience across critical business systems.

• Monitor enterprise tools and dashboards in real time, validate alerts, assess severity and business impact, initiate approved runbooks, and perform first-level troubleshooting where possible.
• Create and maintain accurate incident records, operational dashboards, shift logs, and handover documentation, while escalating incidents to L2/L3 and application teams in line with established procedures and service levels.
• Provide clear and timely updates during alerts and incidents, support the Incident Manager during high-priority events, and contribute to runbook updates, knowledge articles, known-error records, post-incident reviews, and continuous improvement.
• Real-time monitoring and alert triage — monitor enterprise tools/dashboards; validate alerts; prioritize by severity and impact; initiate runbooks according to defined protocols *
• Escalation and coordination — engage L2/L3 and application teams per escalation matrices; provide timely updates; support the Incident Manager during high-priority events *
• Incident logging and documentation — create/update tickets with accurate categorization, impact/urgency assessment, timelines, operational dashboards, and shift logs *
• Basic troubleshooting and request handling — perform first-level diagnostics for common hardware/software issues and standard requests within defined scripts and runbooks
• Continuous improvement and operational hygiene — contribute to runbook updates, known error records, knowledge articles, tool health checks, post-incident reviews, and training
• Shift handover quality and coverage readiness — maintain clear shift notes, handover documentation, and operational continuity across rotations
• Stakeholder communication and operational visibility — provide concise technical and non-technical updates that support incident visibility and response coordination
• Command Center collaboration and responsiveness culture — collaborate with senior technicians, technical teams, and peers to support reliable incident response

• 2–4 years of experience in IT support, technical support, or a Command Center or monitoring environment.
• Experience with incident monitoring, alert validation, initial troubleshooting, incident logging, categorization, prioritization, and timely escalation using defined protocols and runbooks.
• Working knowledge of ITIL Incident Management and Request Management, with experience maintaining accurate incident records, operational dashboards, and shift handovers.
• Ability to communicate clearly with technical and non-technical audiences and collaborate with Service Desk, infrastructure, application, security operations, and vendor teams.
• Bachelor’s degree in a technology field or equivalent practical experience.

• ITIL, CompTIA A+, Network+, ITSM, or similar technical certification.
• Experience with enterprise ticketing and monitoring platforms such as ServiceNow, Jira, Remedy, or comparable tools.
• Prior experience in a 24/7 Command Center environment, knowledge-management activities, post-incident reviews, or AI-enabled support improvement.

This is a hybrid position based in Mexico City, typically working from the office three days per week, Tuesday through Thursday, with flexibility based on business needs and shift coverage. The role supports 24/7 Command Center coverage and may include rotating shifts, nights, weekends, and holidays. This is an individual-contributor role with no direct reports and no budget or project-management responsibility.