Tier 2 IT Support Ops Engineer - Escalations & Automation

OneImaging; Estado de México; Presencial; MXN 335.000 - 536.000; Jornada completa

Descripción de la vacante

OneImaging is building out its internal IT helpdesk to support a growing organization of ~300 employees. We are seeking a Tier 2 IT Support Operations Specialist to serve as the escalation point for complex issues, owning root-cause troubleshooting, identity administration, and scalable support practices.

You will mentor the Tier 1 Specialist, handle escalations, and contribute to knowledge base and processes as a small team of three. Reports to the Director of IT Operations.

Formación

• 3+ years of IT support experience with Tier 2 escalations.
• Strong Windows and macOS troubleshooting skills and solid networking basics (DNS, DHCP, VPN).
• Hands-on experience administering Google Workspace or Microsoft 365 (identity, access, groups).
• Experience with endpoint management (MDM) and endpoint security.
• Proficient with a ticketing system (Linear, Jira, ServiceNow) and strong documentation habits.
• Excellent problem-solving skills and ability to own escalations through root cause.
• Strong communication, with ability to mentor junior staff.
• Associate’s degree in IT or related field, or equivalent experience; high school diploma required.

Responsabilidades

• Own escalated Tier 1 tickets and diagnose complex hardware, software, network, and access issues.
• Perform root-cause analysis and drive permanent fixes with leadership.
• Administer identity and access systems (Google Workspace, teams).
• Support core business applications and vendor-specific escalations.
• Configure, image, and deploy endpoints; manage device lifecycle and patching.
• Mentor Tier 1 staff and share troubleshooting techniques.
• Develop knowledge base articles, runbooks, and escalation paths.
• Coordinate with vendors and stakeholders to close multi-faceted incidents in Linear.
• Contribute to monthly reports and trend analysis from escalation data.
• Support IT projects and process improvements as the function matures.

Conocimientos

Windows troubleshooting

macOS troubleshooting

Networking fundamentals

Google Workspace administration

Endpoint/device management

Ticketing systems

Documentation

Mentoring/leadership

Educación

Associate's degree in IT

High school diploma or GED

Herramientas

Google Workspace

Microsoft 365

MDM

Descripción del empleo

Radiology is the second most used healthcare service, used by over 51% of the workforce annually. Despite the critical role of radiology in healthcare, the process for undergoing a medical imaging exam has remained unchanged for decades. OneImaging is solving this with a concierge approach and a premium-quality radiology network of over 5,000 vetted providers across 48 states, which also reduces imaging costs by 60-80%. Our solution helps patients and families access essential radiology services at fair prices and without surprise bills, all while delivering immediate savings and ROI for employers and payers on every exam.

About the Role

OneImaging is building out its internal IT helpdesk to support a growing organization of approximately 300 employees. We are seeking a Tier 2 IT Support Operations Specialist to serve as the escalation point for complex technical issues that go beyond first-touch resolution. This role owns root-cause troubleshooting, systems and identity administration, and the technical depth that keeps our support operation reliable as it scales. You will partner closely with the Tier 1 Specialist — handling escalations, mentoring on complex tickets, and helping standardize how recurring problems are diagnosed and resolved. As a small team of 3, this role will also cover Tier I support as needed. This role reports directly to the Director of IT Operations.

Key Responsibilities

• Own escalated tickets from Tier 1, diagnosing and resolving complex hardware, software, networkconnectivity, and access issues with independent judgment.
• Perform root-cause analysis on recurring problems and partner with the Director to drive permanent corrective fixes rather than repeat break-fix work.
• Administer identity and access systems, including Google Workspace administration, group and access management, and endpoint/device management (MDM, Context-Aware Access).
• Support and troubleshoot core business applications, integrations, and vendor-specific software escalations.
• Configure, image, and deploy endpoints; manage device lifecycle, patching, and endpoint security in coordination with IT Operations.
• Mentor the Tier 1 Specialist by reviewing closed tickets, sharing troubleshooting techniques, and shadowing on complex issues.
• Build and maintain knowledge base articles, runbooks, and documented escalation paths that raise first- touch resolution rates over time.
• Coordinate with third-party vendors and internal stakeholders to resolve multi-faceted incidents, tracking them to closure in Linear.
• Contribute to the monthly reporting and recurring-problem analysis the Director produces, surfacing trends from the escalation queue.
• Support IT projects, rollouts, and process-improvement initiatives as the support function matures.
  
  

Required Qualifications

• 3+ years of experience in IT support, with demonstrated Tier 2 / escalation-level troubleshooting.
• Strong Windows and macOS desktop troubleshooting skills, plus solid networking fundamentals (DNS, DHCP, VPN, connectivity).
• Hands-on experience administering Google Workspace or Microsoft 365, including identity, access, and group management.
• Experience with endpoint/mobile device management (MDM) and endpoint security.
• Proficiency with a ticketing system (Linear, Jira, ServiceNow, or similar) and strong documentation habits.
• Excellent problem-solving skills and the ability to work escalations independently through to root cause.
• Strong written and verbal communication, with the ability to mentor junior staff and explain technical concepts to non-technical users.
• Associate's degree in IT or related field, or equivalent experience; high school diploma or GED required.
  
  

Preferred Qualifications

• CompTIA Network+ / Security+, ITIL Foundations, or Google Workspace Administrator certification.
• Scripting or automation experience (PowerShell, Python, or Google Apps Script) to eliminate repetitive support tasks.
• Experience supporting a healthcare or other regulated environment, including HIPAA and PHI handling.
• Experience with Slack administration and helpdesk automation tooling (e.g., Linear Asks intake, ClearFeed).
• Prior experience mentoring Tier 1 staff or helping formalize a growing helpdesk function
  
  

Fraud and Security Notice:

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Equal Employment Opportunity:

OneImaging is proud to be an Equal Employment Opportunity employer and values diversity in the workplace. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views, or other applicable legally protected characteristics.

OneImaging is committed to providing accommodations for qualified individuals with disabilities in our recruiting process. If you need assistance or an accommodation due to a disability, you may contact us at [e-mail].