Posted Date : 19th Dec, 2025
Job Category :
Posted 6 hours ago
Job title: IT Service Desk Engineer – Tier 2
Work Location: Ultralag, Heredia
Type: Full-Time (On-site)
Experience: 2–3 years of hands-on experience in Helpdesk or IT Support roles
Education Qualification: Bachelor’s degree or equivalent experience
No of Openings: 10+
Summary:
- The IT Service Desk Engineer – Tier 2 serves as the technical escalation point for the Tier 1 support team, resolving complex technical issues and ensuring high-quality service delivery.
- This role focuses on troubleshooting advanced incidents, maintaining process and documentation standards, and supporting operational excellence across IT service operations.
- While not a people management position, it carries significant responsibility for technical ownership, mentoring, and process maturity.
Roles and Responsibilities:
- Resolve escalated technical issues from Tier 1, including account and access management, endpoint troubleshooting, and system configuration.
- Troubleshoot and resolve issues related to Google Workspace administration (shared drives, calendar delegations, etc.), VPN, and network configurations.
- Provide advanced support for third-party tools, endpoint compliance, and device imaging.
- Maintain and update Standard Operating Procedures (SOPs), technical documentation, and knowledge base articles.
- Collaborate closely with cross-functional teams to identify recurring issues and propose permanent fixes.
- Participate in onboarding and training sessions for Tier 1 team members to enhance overall support capability.
- Ensure consistent adherence to IT service management (ITSM) processes and escalation protocols.
Required Skills:
- 2–4 years of hands-on experience in IT helpdesk or service desk roles.
- Strong technical expertise in:
- Google Workspace administration
- Endpoint troubleshooting (Windows, macOS, and Chromebook)
- VPN and network configuration
- Access control and IAM
- Familiarity with ITSM tools and ticket escalation workflows.
- Excellent written and verbal communication skills with the ability to explain complex technical issues clearly.
- Strong attention to detail, reliability, and collaborative mindset.
- Demonstrated ability to manage multiple priorities in a fast-paced, high-performance environment.
- Advanced English level (B2+/C1)
Desired Skills:
- Experience supporting hybrid or multi-site environments.
- Familiarity with scripting or automation (e.g., PowerShell, Bash, or Python).
- Understanding of cybersecurity fundamentals and endpoint compliance management.
- Certifications such as CompTIA A+, Google IT Support Professional, or ITIL Foundation are a plus.