Help Desk II / Tier 2 IT Support Specialist

We are seeking a Help Desk II / Tier 2 IT Support Specialist to deliver reliable, process-driven technical support for Tier 1–2 requests. The ideal candidate will thrive in structured environments, take ownership of their work, and provide high-quality customer support. Responsibilities include troubleshooting, documenting issues, and escalating when necessary, while adhering to established workflows and security best practices. This role requires strong problem-solving skills and a customer-first mindset.

Must Have

• Handle Tier 1–2 IT support requests.
• Troubleshoot and resolve hardware, software, networking, and access issues.
• Manage user accounts, permissions, and identity access in Microsoft environments.
• Follow established workflows, runbooks, and security best practices.
• Document troubleshooting steps, resolutions, and procedures.
• De-escalate customer issues with professionalism.
• Collaborate with IT team on escalations and process improvements.
• Manage multiple tickets simultaneously while meeting SLAs.
• 2-3 years of Tier 1–2 IT support or help desk experience.
• Must be located in Latam.

Good to Have

• Experience with Microsoft AZ-800, Identity & Access Administrator Associate, or Security Operations Analyst Associate certifications/platforms.
• Exposure to Cisco Meraki, Sophos XG Firewall, Ubiquiti Enterprise Wireless, UniFi, Datto, Veeam, or VMware.
• Experience architecting or designing IT solutions from the ground up.
• Familiarity with multiple ticketing systems.
• Interest in continued professional growth and expanding technical responsibilities.

Perks & Benefits

• Work remotely Monday - Friday, 40 hours a week (no weekends)
• 10 business days vacation a year
• 5 National Holidays a year
• 5 Company Holidays a year (Christmas Eve, Christmas Day, New Year's Eve, New Year's Day, Zipdev Day)
• Parental Leave
• Health Care Reimbursement
• Active Lifestyle Reimbursement
• Quarterly Home Office Reimbursement
• Payroll Deduction Purchase Plans
• Longevity Bonus
• Continuous Learning Bonus
• Access to Training and Professional Development Platforms

Description

We are looking for a Help Desk II / Tier 2 IT Support Specialist to provide reliable, process-driven technical support across Tier 1–2 requests. This role is ideal for someone who thrives in structured environments, takes ownership of their work, and delivers a high-quality customer support experience while troubleshooting, documenting, and escalating technical issues as needed.

Responsibilities

• Handle Tier 1–2 IT support requests through a ticketing system, email, or phone.
• Troubleshoot and resolve hardware, software, networking, and access-related issues independently.
• Manage user accounts, permissions, and identity access within Microsoft environments.
• Follow established workflows, runbooks, and security best practices when resolving issues.
• Document troubleshooting steps, resolutions, and procedures clearly for internal use.
• De-escalate customer issues with professionalism and a customer-first mindset.
• Collaborate with other IT team members on escalations, root-cause analysis, and process improvements.
• Manage multiple tickets simultaneously while meeting SLAs and maintaining service quality.

Requirements

• 2–3 years of experience handling Tier 1–2 IT support or help desk requests.
• Strong experience in Microsoft-based environments and general help desk operations.
• Experience troubleshooting and managing issues without direct supervision.
• Solid understanding of IT systems, hardware, software, networking, and security fundamentals.
• Knowledge of cybersecurity risks and best practices for protecting systems and sensitive data.
• Experience documenting procedures, troubleshooting steps, and resolutions.
• Strong customer service skills with the ability to de-escalate frustrated users.
• Ability to communicate technical concepts clearly to non-technical stakeholders.
• Comfortable working in a structured, process-driven environment and following detailed procedures.
• Must be located in Latam.

Nice-to-Have

• Experience with certifications or platforms such as Microsoft AZ-800, Identity & Access Administrator Associate, or Security Operations Analyst Associate.
• Exposure to Cisco Meraki, Sophos XG Firewall, Ubiquiti Enterprise Wireless, UniFi, Datto, Veeam, or VMware.
• Experience architecting or designing IT solutions from the ground up.
• Familiarity with multiple ticketing systems (training provided on the company’s tools).
• Interest in continued professional growth and expanding technical responsibilities.

Benefits

• Work remotely Monday - Friday, 40 hours a week (no weekends)
• Vacation: 10 business days a year
• Holidays: 5 National Holidays a year
• Company Holidays: 5 Company Holidays a year (Christmas Eve, Christmas Day, New Year's Eve, New Year's Day, Zipdev Day)
• Parental Leave
• Health Care Reimbursement
• Active Lifestyle Reimbursement
• Quarterly Home Office Reimbursement
• Payroll Deduction Purchase Plans
• Longevity Bonus
• Continuous Learning Bonus
• Access to Training and Professional Development Platforms
• Did we mention it's REMOTE?!!