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?!!

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 our our career site. Take a look and let us know if you have any other questions!

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