Jr. Network Engineer

Redial BPO; Mexicali; Presencial; MXN 180.000 - 300.000; Jornada completa

Descripción de la vacante

Redial BPO in Mexicali, Baja California is seeking an IT Help Desk Tier 2 to provide advanced technical support, resolve escalations from Tier 1, and help maintain stable IT operations.

The role requires a bachelor’s degree in information technology or engineering, 3+ years of IT support experience, and English at B2 level. You will document incidents, support PCI-DSS/ISO 27001 aligned activities, and mentor Tier 1 staff. Office-based, with on-site duties and occasional extended hardware tasks.

Formación

• Bachelor’s degree in information technology/engineering (required).
• 3+ years of experience in IT support or help desk (required).
• English level at least B2 (preferred).

Responsabilidades

• Resolve complex hardware, software, and network issues escalated by Tier 1 technicians.
• Mentor Tier 1 technicians on advanced troubleshooting techniques.
• Maintain detailed incident documentation in the ticketing system.
• Identify root causes and collaborate on solutions with IT Supervisor.
• Configure and deploy equipment and VPNs with secure settings.
• Support company-approved applications and ensure compatibility with systems.
• Ensure PCI-DSS and ISO 27001 alignment.
• Collaborate with Compliance to address access control issues.
• Update knowledge bases and IT documentation.
• Monitor infrastructure for vulnerabilities and optimization opportunities.

Conocimientos

Troubleshooting

Network issues

Technical mentoring

Documentation

Security/compliance

Educación

Bachelor’s degree in information technology/engineering

Herramientas

Ticketing system

Descripción del empleo

Location: Mexicali, Baja California (On site).

Address: Av. Gral. Ignacio Zaragoza 1298, Nueva, 21100 Mexicali, B.C. (on site)

Job Summary

IT Help Desk Tier 2 Provides advanced technical support by resolving escalated issues from Tier 1, ensuring the continuity of IT operations, adherence to security and compliance standards, and contributing to process improvement and user satisfaction.

Key Responsibilities

• Resolve complex hardware, software, and network issues escalated by Tier 1 technicians.
• Act as a technical resource for troubleshooting advanced problems and guiding Tier 1 personnel.
• Maintain detailed documentation of escalated incidents, resolutions, and analysis in the ticketing system.
• Identify root causes of recurring problems and collaborate with the IT Supervisor to implement solutions.
• Configure and deploy specialized equipment, including secure VPNs, advanced network settings, and software requiring elevated permissions.
• Provide support for company-approved applications and ensure compatibility with organizational systems.
• Collaborate with the Compliance Officer to address access control issues and ensure all activities align with PCI-DSS and ISO 27001 standards.
• Work with Tier 1 and developers to streamline resolutions and improve IT processes.
• Mentor Tier 1 technicians on advanced troubleshooting techniques and company IT standards.
• Update and maintain knowledge bases, technical documentation, and FAQ resources for use across the IT department.
• Monitor IT infrastructure for vulnerabilities, recurring issues, and opportunities for optimization.
• Provide recommendations for the IT Help Desk Supervisor to enhance system performance and user experience.
• Ensure all actions adhere to company security policies and operational standards.
• Support compliance audits by providing accurate records and reports when necessary.

Requirements:

Education:

• Bachelor’s degree in information technology/engineering (required).
  

Experience

• 3+ years of experience in IT support or help desk (required).
  

Language

• B2 English (preferred).

Work Conditions

• Office-based role with extended periods working on a computer
• Ability to lift and transport equipment up to approximately 20 kg
• Occasional work at heights (ladders) may be required

Schedule

• Full-time (40 hours per week).
• Availability required Monday through Sunday.
• Shifts are scheduled between 5:00 AM and 6:00 PM depending on business needs.
• Availability to work weekends.
• Flexible schedule based on operational needs.

Why Join Us

• Opportunity to build and grow your IT career
• Hands-on experience with enterprise-level systems
• Collaborative and supportive work environment

All applicants will be considered based on their qualifications, experience, and skills relevant to the position. We do not discriminate on the basis of race, gender, age, disability, religion, sexual orientation, or any other characteristic protected by applicable law.