IT Service Desk Engineer – Tier 2
hace 2 semanas
Work Location: Ultralag, Heredia
Type: Full-Time (On-site)
Experience: 2–3 years of hands-on experience in Helpdesk or IT Support roles
Education Qualification: Bachelor's degree or equivalent experience
No of Openings: 10+
Summary:
The IT Service Desk Engineer – Tier 2 serves as the technical escalation point for the Tier 1 support team, resolving complex technical issues and ensuring high-quality service delivery.
This role focuses on troubleshooting advanced incidents, maintaining process and documentation standards, and supporting operational excellence across IT service operations.
While not a people management position, it carries significant responsibility for technical ownership, mentoring, and process maturity.
Roles and Responsibilities:
Resolve escalated technical issues from Tier 1, including account and access management, endpoint troubleshooting, and system configuration.
Troubleshoot and resolve issues related to Google Workspace administration (shared drives, calendar delegations, etc.), VPN, and network configurations.
Provide advanced support for third-party tools, endpoint compliance, and device imaging.
Maintain and update Standard Operating Procedures (SOPs), technical documentation, and knowledge base articles.
Collaborate closely with cross-functional teams to identify recurring issues and propose permanent fixes.
Participate in onboarding and training sessions for Tier 1 team members to enhance overall support capability.
Ensure consistent adherence to IT service management (ITSM) processes and escalation protocols.
Required Skills:
2–4 years of hands-on experience in IT helpdesk or service desk roles.
Strong technical expertise in:
Google Workspace administration
Endpoint troubleshooting (Windows, macOS, and Chromebook)
VPN and network configuration
Access control and IAM
Familiarity with ITSM tools and ticket escalation workflows.
Excellent written and verbal communication skills with the ability to explain complex technical issues clearly.
Strong attention to detail, reliability, and collaborative mindset.
Demonstrated ability to manage multiple priorities in a fast-paced, high-performance environment.
Advanced English level (B2+/C1)
Desired Skills:
Experience supporting hybrid or multi-site environments.
Familiarity with scripting or automation (e.g., PowerShell, Bash, or Python).
Understanding of cybersecurity fundamentals and endpoint compliance management.
Certifications such as CompTIA A+, Google IT Support Professional, or ITIL Foundation are a plus.
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Name(Required)
Email(Required)
Phone(Required)
Do you have 2–3 years of experience in customer service or a technical support setting?(Required)
Yes
No
How many years of work experience do you have with Google Workspace?(Required)
1-2 year
2-3 year
more than 3 years
How many years of work experience do you have with Microsoft Office?(Required)
1-2 year
2-3 year
more than 3 years
Are you comfortable working in an onsite setting?(Required)
Yes
No
Do you have an advanced English level (B2+-C1)?(Required)
Yes
No
What are your salary expectations?(Required)
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