Zipdev is hiring a Help Desk II/Tier 2 IT Support Specialist to provide reliable, process-driven technical support. In this role, you will troubleshoot, document, and escalate technical issues while delivering a high-quality customer support experience.
What You'll Do
- 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.
What We're Looking For
- 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.
Technical Stack
- Microsoft environments
- Cisco Meraki
- Sophos XG Firewall
- Ubiquiti Enterprise Wireless, UniFi
- Datto
- Veeam
- VMware
Benefits & Compensation
- 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
Work Mode
This is a remote position open to candidates located in Latam.
Zipdev is an equal opportunity employer.
