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Help Desk II/Tier 2 IT Support Specialist at Zipdev. We are looking for a Help Desk II / Tier 2 IT Support Specialist to provide reliable, process-driven technical support across Tier 1–2 requests. This role is ideal for someone who thrives in structured environments, takes ownership of their work, and delivers a high-quality customer support experience while troubleshooting, documenting, and escalating technical issues as needed.. Responsibilities. Handle Tier 1–2 IT support requests through a ticketing system, email, or phone. . Troubleshoot and resolve hardware, software, networking, and access-related issues independently. . Manage user accounts, permissions, and identity access within Microsoft environments. . Follow established workflows, runbooks, and security best practices when resolving issues. . Document troubleshooting steps, resolutions, and procedures clearly for internal use. . De-escalate customer issues with professionalism and a customer-first mindset. . Collaborate with other IT team members on escalations, root-cause analysis, and process improvements. . Manage multiple tickets simultaneously while meeting SLAs and maintaining service quality.. 2–3 years of experience handling Tier 1–2 IT support or help desk requests. . Strong experience in Microsoft-based environments and general help desk operations. . Experience troubleshooting and managing issues without direct supervision. . Solid understanding of IT systems, hardware, software, networking, and security fundamentals. . Knowledge of cybersecurity risks and best practices for protecting systems and sensitive data. . Experience documenting procedures, troubleshooting steps, and resolutions. . Strong customer service skills with the ability to de-escalate frustrated users. . Ability to communicate technical concepts clearly to non-technical stakeholders. . Comfortable working in a structured, process-driven environment and following detailed procedures.. Must be located in Latam. . Nice-to-Have. Experience with certifications or platforms such as Microsoft AZ-800, Identity & Access Administrator Associate, or Security Operations Analyst Associate. . Exposure to Cisco Meraki, Sophos XG Firewall, Ubiquiti Enterprise Wireless, UniFi, Datto, Veeam, or VMware. . Experience architecting or designing IT solutions from the ground up. . Familiarity with multiple ticketing systems (training provided on the company’s tools). . Interest in continued professional growth and expanding technical responsibilities.. Company Location: Argentina.