Tier 2 IT Support & Operations Specialist

Oneimaging; Ciudad de México; Presencial; MXN 300.000 - 420.000; Jornada completa

Descripción de la vacante

OneImaging is expanding its internal IT helpdesk to support a growing team of about 300 employees. The Tier 2 IT Support Operations Specialist will handle escalations, perform root-cause analysis, and oversee identity management and device lifecycle.

You will mentor Tier 1, help standardize troubleshooting, and contribute to knowledge base growth. The role reports to the Director of IT Operations, with responsibilities spanning complex issue resolution and cross-team coordination to improve

Formación

• 3+ years of IT support experience with escalation-level troubleshooting.
• Strong Windows and macOS troubleshooting and core networking fundamentals.
• Experience with Google Workspace or Microsoft 365 admin and identity management.
• Experience with MDM and endpoint security.
• Proficiency with a ticketing system and strong documentation habits.

Responsabilidades

• Own escalated tickets from Tier 1 and resolve complex hardware, software, network, and access issues.
• Perform root-cause analysis on recurring problems and drive permanent fixes.
• Administer identity and access systems including Google Workspace or Microsoft 365.
• Support and troubleshoot core business applications and integrations.
• Configure, image, and deploy endpoints; manage device lifecycle and security.
• Mentor Tier 1 by reviewing tickets and sharing troubleshooting techniques.
• Develop knowledge base articles, runbooks, and escalation paths.

Conocimientos

IT support

Escalations

Networking

Google Workspace

Microsoft 365

MDM

Endpoint security

Ticketing

Documentation

Mentoring

Educación

Associate's degree in IT or related field

High school diploma or GED

Herramientas

Linear

Jira

ServiceNow

Slack

Descripción del empleo

OneImaging is expanding its internal IT helpdesk to support a growing team of about 300 employees. The Tier 2 IT Support Operations Specialist will handle escalations, perform root-cause analysis, and oversee identity management and device lifecycle.

You will mentor Tier 1, help standardize troubleshooting, and contribute to knowledge base growth. The role reports to the Director of IT Operations, with responsibilities spanning complex issue resolution and cross-team coordination to improve