IT Support Specialist – Level 2 (L2)

About the role

We are looking for a Level II Support Specialist to handle complex technical issues, mentor junior analysts and keep our knowledge base current.

Key responsibilities

• Provide Tier 2 support via phone, chat, and email for complex incidents.
• Document new procedures (SOPs) and act as an on‑the‑job trainer for new recruits.
• Identify recurring issues and follow ITIL standards to implement permanent fixes.
• Assist Level 1 teams on‑site with expert solutions.

Required profile

• 2–4 years of technical support experience with Active Directory, Windows Server (2012‑2019) and Exchange Online.
• Proficiency with VPNs, Entra ID (Azure AD) and identity‑management tools such as SailPoint or CyberArk.
• ITIL knowledge (mandatory); MS 365 or CompTIA Security+ certifications are a plus.
• Advanced English and Spanish (B2+).

Required skills

• Active Directory
• Windows Server 2012‑2019
• Exchange Online
• VPN technologies
• Entra ID (Azure AD)
• SailPoint
• CyberArk

What we offer

• Shift from fixing to designing processes and mentoring others.
• Collaborative yet independent work environment.
• Direct influence on team KPIs and client satisfaction.