On-Site IT Help Desk Tier 2: Networks & Troubleshooting

Redial BPO; Mexicali; On-site; MXN 180,000 - 300,000; Full time

Job summary

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.

Qualifications

• 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).

Responsibilities

• 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.

Skills

Troubleshooting

Network issues

Technical mentoring

Documentation

Security/compliance

Education

Bachelor’s degree in information technology/engineering

Tools

Ticketing system

Job description

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.