We are looking for a Helpdesk support Tier II technitian for an American company that provides top-notch IT solutions and support. This person must have attention to detail, excellent costumer service skills and an advanced English level.
**Key Responsibilities**:
- Provide second-level technical support for hardware, software, and network issues.
- Troubleshoot and resolve technical issues escalated from Tier 1 support.
- Respond to tickets and resolve service requests in a timely manner, ensuring mínimal downtime.
- Assist with software installations, updates, and configurations.
- Collaborate with Tier 1 technicians to improve troubleshooting workflows and support processes.
- Document and track all incidents and service requests using the designated ticketing system.
- Provide users with guidance on system features, best practices, and troubleshooting steps.
- Managing Active Directory
- Escalate more complex issues to Tier 3 or system administrators.
- Maintain a high level of customer service and ensure user satisfaction.
- Contribute to the continuous improvement of helpdesk processes and procedures.




- Stay current with new technologies and industry trends to ensure optimal service delivery.
**Qualifications**:
- 2+ years of experience in IT support or Helpdesk roles at Tier 2 support.
- BA degree in IT or software engineering
- Advanced english proficiency both Written and spoken.
- Strong knowledge of Windows and macOS operating systems.
- Experience troubleshooting hardware, software, and network issues.
- Familiarity with Active Directory, VPN, and other enterprise-level software.
- Experience with remote desktop tools, ticketing systems (e.g., ServiceNow, Zendesk), and diagnostic tools.
- It certifications such as: A+, Microsoft MCP or MCSE, Comptia Network+ or a Cisco CCNA.
Work Schedule**:Monday through Friday 10 AM to 7 PM CST**
**What we offer**:
- Gross monthly salary of $25,000 to $30,000 MXN
- Home office bonus of $800 pesos a month
- Food vouchers for $1,000 pesos a month
- Mexican law Benefits
- 100% remote position
Pay: $25,000.00 - $30,000.00 per month
**Experience**:
- Tier II Helpdesk support: 2 years (required)
**Language**:
- Advanced English (required)
Work Location: Remote

📌 Helpdesk Tear Ii - Home Office (México)
🏢 MOSAIC GLOBAL
📍 México