Senior IT Help Desk Tier 2 - Advanced Support & Security

Redial BPO; Baja California; Presencial; MXN 180.000 - 240.000; Jornada completa

Descripción de la vacante

Redial BPO is seeking an IT Help Desk Tier 2 professional in Baja California to provide advanced technical support and incident resolution. You will troubleshoot complex hardware, software, and network issues and maintain thorough documentation in the ticketing system.

You will collaborate with the IT Supervisor and Compliance Officer to ensure PCI-DSS and ISO 27001 alignment, mentor Tier 1 staff, and help optimize IT processes while supporting enterprise applications and security policies.

Formación

• Bachelor's degree in information technology/engineering is required.
• At least 3 years of IT support or help desk experience is required.
• Experience with PCI-DSS and ISO 27001 standards is a plus.
• Experience with enterprise-level systems is beneficial.

Responsabilidades

• Resolve complex hardware, software, and network issues escalated by Tier 1 technicians.
• Act as a technical resource for troubleshooting and mentor Tier 1 personnel.
• Maintain documentation of escalated incidents and resolutions in the ticketing system.
• Identify root causes and collaborate with IT Supervisor on solutions.
• Configure and deploy equipment and secure VPNs with elevated permissions.
• Provide support for company-approved applications and ensure compatibility.
• Work with Compliance Officer on access control and standards alignment.
• Collaborate with Tier 1 and developers to streamline resolutions and IT processes.
• Keep knowledge bases and technical docs up to date with IT staff.
• Monitor IT infrastructure for vulnerabilities and optimization opportunities.

Conocimientos

Technical support

Troubleshooting

Documentation

Security standards

Educación

Bachelor's degree in information technology/engineering

Herramientas

Secure VPNs

Ticketing system

Advanced network settings

Descripción del empleo

Redial BPO is seeking an IT Help Desk Tier 2 professional in Baja California to provide advanced technical support and incident resolution. You will troubleshoot complex hardware, software, and network issues and maintain thorough documentation in the ticketing system.

You will collaborate with the IT Supervisor and Compliance Officer to ensure PCI-DSS and ISO 27001 alignment, mentor Tier 1 staff, and help optimize IT processes while supporting enterprise applications and security policies.