IT Support Specialist II (Shift B: Mon‑Fri 2 pm‑10 pm)

About the role

The IT Support Specialist II provides intermediate‑level technical assistance to employees, partners and production environments in Costa Rica. Working on a fixed evening shift, the specialist resolves 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.
• Handle tickets in ServiceNow, escalating cases that require specialized intervention.
• Maintain and administer Windows Active Directory and Microsoft Intune environments.
• Monitor key performance indicators (KPIs) to ensure service quality and operational stability.
• Document solutions and contribute to knowledge‑base articles.

Required profile

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

Required skills

• ServiceNow ticketing platform.
• Windows Active Directory administration.
• Microsoft Intune device management.