Senior IT Help Desk Tier 2 – Onsite Escalations

Redial Bpo; Los Olivos; Presencial; MXN 201.000 - 312.000; 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 and maintain IT operations on site.

You will resolve complex issues, document solutions, and work with Compliance and development teams to improve processes. Candidates should have a bachelor’s in IT/engineering and at least 3 years in IT support, with English at B2 preferred.

Formación

• Bachelor’s degree in information technology/engineering (required).
• 3+ years of experience in IT support or help desk (required).
• English level B2 (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, advanced network settings, and software requiring elevated permissions.
• Provide support for company-approved applications and ensure compatibility with organizational systems.

Conocimientos

IT support

Help desk

B2 English

Educación

Bachelor’s degree in information technology/engineering

Descripción del empleo

Redial Bpo in Mexicali, Baja California, is seeking an IT Help Desk Tier 2 to provide advanced technical support and maintain IT operations on site.

You will resolve complex issues, document solutions, and work with Compliance and development teams to improve processes. Candidates should have a bachelor’s in IT/engineering and at least 3 years in IT support, with English at B2 preferred.