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 idóneo 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

- 7 years of experience handling Tier 2‑3 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.

- 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)
- Active Lifestyle Reimbursement
- Quarterly Home Office Reimbursement
- Payroll Deduction Purchase Plans
- Longevity Bonus
- Access to Training and Professional Development Platforms
- Did we mention it's REMOTE?

One of our core values at Zipdev is Be authentic.

That's why we encourage you to answer the application form in your own words; we are interested in getting to know you, not a digital assistant.

Wondering how our remote environment or our payment method work?

We've put together some helpful answers in our FAQs at the bottom of our career site.

Take a look and let us know if you have any other questions!

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Required Skill Profession

Other General

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