Senior IT Help Desk Specialist (Tier 2)

Redial BPO; Mexicali; Presencial; MXN 290.000 - 424.000; Jornada completa

Descripción de la vacante

Redial BPO in Mexicali, Baja California (On site) is seeking an IT Help Desk Tier 2 specialist to provide advanced technical support and ensure continuity of IT operations.

You will resolve complex hardware, software, and network issues, document incidents, mentor Tier 1 staff, and ensure compliance with PCI-DSS and ISO 27001 standards while maintaining security policies.

This full-time role requires a bachelor’s degree and 3+ years experience, with shifts Monday through Sunday, 40 hours per week.

Formación

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

Responsabilidades

• 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 and advanced network settings.

Conocimientos

IT support

English (B2)

Educación

Bachelor’s degree in information technology/engineering

Herramientas

VPN

Ticketing system

Descripción del empleo

Redial BPO in Mexicali, Baja California (On site) is seeking an IT Help Desk Tier 2 specialist to provide advanced technical support and ensure continuity of IT operations.

You will resolve complex hardware, software, and network issues, document incidents, mentor Tier 1 staff, and ensure compliance with PCI-DSS and ISO 27001 standards while maintaining security policies.

This full-time role requires a bachelor’s degree and 3+ years experience, with shifts Monday through Sunday, 40 hours per week.