We are currently seeking an IT Support/Incident Management to join our team in Guadalajara, Jalisco (MX-JAL), Mexico (MX).

Responsibilities

• Provide Remote Level 1 & 2 Production and Application Support for Hilton Worldwide Digital Key System and Connected Room.
• Provide live phone support during daytime, evening and weekend hours and participate in an on‑call rotation.
• Work on requests and incidents based on client tickets, using the documentation and procedures established in the business unit.
• Escalate issues to the manager and/or appropriate team based on complexity and priority.
• Operate as a technically savvy, customer‑focused individual, working directly with the client and maintaining excellent communication skills.

General Duties and Tasks

• Acknowledge, analyze, manage & resolve L1/ L2 Digital Key and Connected Room incidents in ServiceNow.
• Participate in real‑time on‑ca...