IT Support Specialist II – Shift B (Mon-Fri 2pm-10pm)

About the role

The IT Support Specialist II provides intermediate‑level technical assistance to employees, partners and production environments, ensuring efficient service aligned with global IT standards. This position works on a fixed shift (Monday‑Friday, 2 pm‑10 pm) and contributes to operational stability and business continuity.

Key responsibilities

• Provide intermediate‑level technical support to employees, partners and production environments.
• Diagnose and resolve medium‑ to high‑complexity incidents involving hardware, software, mobile devices, business applications and network connectivity.
• Work autonomously on advanced issues and escalate cases that require specialized expertise.
• Contribute to operational stability, regulatory compliance and business continuity for the Costa Rica site.
• Maintain accurate records and metrics in ServiceNow and monitor key performance indicators.

Required profile

• Bachelor’s or associate degree in Systems Engineering, Computer Science, Information Technology or a related field.
• Minimum 3 years of experience in technical support for IT systems.
• English proficiency at B2 level or higher.
• Strong organizational and problem‑solving abilities.

Required skills

• ServiceNow ticketing platform.
• Windows Active Directory administration.
• Microsoft Intune device management.
• Hardware troubleshooting.
• Software troubleshooting.
• Mobile device support.
• Network connectivity troubleshooting.

What we offer

• Full‑time onsite position with a consistent shift schedule (Monday‑Friday, 2 pm‑10 pm).
• Opportunity to work in a dynamic, globally‑aligned IT environment.