Helpdesk Tear Ii

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 positionPay: $25,000.00 - $30,000.00 per month**Experience**:- Tier II Helpdesk support: 2 years (required)**Language**:- Advanced English (required)Work Location: Remote