Helpdesk Technician Level II

• Location: Mexico City Mexico (Hybrid)
• Employment Type: Full-time
• Department: IT
• Reports To: Senior IT Manager
• Language Requirement: Fluent Spanish and English
• Experience: 3 years

The IT Technician II provides Level 1 and Level 2 support for employees and technical users. This person serves as a primary point of contact for desktop hardware software networking and infrastructure issues resolving problems independently when possible and escalating with clear findings when needed.

• Manage user accounts permissions and access.
• Triage IT tickets and meet service level targets across desktop network and Linux systems.
• Purchase configure deploy and track computer equipment.
• Troubleshoot Windows and macOS devices peripherals printers presentation equipment software and basic network issues.
• Support technical users identify root causes and coordinate with vendors when needed.
• Monitor infrastructure performance and escalate issues with probable root cause findings.
• Manage device enrollment compliance and security settings in Microsoft Intune and Defender.
• Assist with infrastructure upgrades and deployments.
• Train employees on hardware and software use and maintain knowledge base articles and user guides.

• 3 years of IT support experience.
• Strong knowledge of Windows and macOS desktop hardware and PC components.
• Experience with IT ticketing systems Active Directory Entra ID Microsoft 365 Intune and Microsoft Defender.
• Working knowledge of Linux fundamentals and networking concepts.
• Hands-on troubleshooting experience with hardware software and peripherals.
• Strong written and verbal communication skills in both Spanish and English.
• Ability to manage multiple priorities protect confidential information and work collaboratively across departments.
• High school diploma or GED.

• Bachelors degree in Computer Science.
• Experience using AI assistants to support troubleshooting and documentation or willingness to learn.

We are GTN The Go To Network