IT Support Specialist II - Shift A

About the role

The IT Support Specialist II provides intermediate‑level technical support to employees, partners and production environments, ensuring an efficient service experience aligned with global IT standards. The role handles medium‑ to high‑complexity incidents, works autonomously to resolve advanced issues and escalates cases that require specialized intervention.

Key responsibilities

• Diagnose and resolve medium‑ to high‑complexity technical incidents across hardware, software, mobile devices, business applications and network connectivity.
• Work independently to troubleshoot advanced issues and coordinate escalations when specialized expertise is needed.
• Contribute to operational stability, regulatory compliance and business continuity for the Costa Rica location.
• Maintain accurate records of incidents and service metrics using ServiceNow.

Required profile

• Bachelor’s or associate degree in Systems Engineering, Computer Science, Information Technology or a related field.
• At least 3 years of experience providing technical support for IT systems.
• Proven ability to resolve complex hardware, software, mobile device and network issues.
• Experience with ServiceNow, Windows Active Directory, Intune and KPI tracking.
• English proficiency at B2 level or higher.

Required skills

• ServiceNow
• Windows Active Directory
• Intune