IT Support Specialist II – Shift A (Mon‑Sat 6 am‑2 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 Shift A (Monday‑Saturday, 6 am‑2 pm), the role ensures rapid resolution of medium‑ to high‑complexity incidents while supporting operational stability and compliance.

Key responsibilities

• Diagnose and resolve hardware, software, mobile device and network connectivity issues.
• Support business applications and production systems, adhering to global IT standards.
• Manage incidents and service requests using ServiceNow, escalating when specialized expertise is required.
• Maintain user accounts, groups and device policies in Windows Active Directory and Microsoft Intune.
• Monitor key performance indicators (KPIs) to ensure service quality and continuous improvement.

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 issues.
• Proficiency in English at B2 level or higher.
• Strong organizational, problem‑solving and autonomous work capabilities.
• Willingness to work onsite full‑time.

Required skills

• ServiceNow incident and request management.
• Windows Active Directory administration.
• Microsoft Intune device management.