IT Support Specialist II – Shift B

About the role

The IT Support Specialist II provides intermediate‑level technical assistance to employees, partners and production environments in Costa Rica. Working on Shift B, you will resolve medium to high‑complexity incidents while ensuring compliance with global IT standards and business continuity.

Key responsibilities

• Diagnose and resolve hardware, software, mobile device, application and network connectivity issues.
• Manage incidents and service requests using ServiceNow, adhering to defined KPIs.
• Administer Windows Active Directory and Microsoft Intune for user and device management.
• Escalate cases that require specialized expertise while maintaining clear documentation.
• Contribute to operational stability, regulatory compliance and continuous improvement initiatives.

Required profile

• Bachelor’s or associate degree in Systems Engineering, Computer Science, IT or a related field.
• Minimum 3 years of technical support experience handling complex IT incidents.
• Proven ability to work autonomously and prioritize multiple tasks.
• English proficiency at B2 level (mandatory).
• Strong organizational and problem‑solving abilities.

Required skills

• ServiceNow
• Windows Active Directory
• Microsoft Intune