Location: Mexico, Guatemala, El Salvador, Honduras and Colombia Work Schedule: Full-time / Exact schedule to be determined, but requires full availability As a Tier 2 Technical Support Specialist, you will play a key role in resolving complex technical issues that require in-depth knowledge of systems and applications. You will provide remote support for customers while ensuring outstanding service quality. This role requires strong troubleshooting abilities, excellent communication skills, and a proactive approach to IT problem-solving. What You'll Be Doing Provide advanced troubleshooting and support for Windows Servers (2012/2016/2019), Active Directory, and Group Policies. Administer Exchange & Office 365 accounts and resolve email-related issues. Diagnose and resolve network connectivity issues, including LAN/WAN, DNS, DHCP, and wireless configurations. Support desktop operating systems (Windows 10/11, macOS) and common applications (Microsoft Office, Adobe, printers, scanners). Configure and manage firewalls, routers, and managed switches. Perform virtualization tasks using Microsoft Hyper‑V and/or VMware. Manage Azure AD and Office 365 administration with a focus on Multi‑Factor Authentication (MFA). Accurately document troubleshooting steps, resolutions, and system configurations. Follow IT service management (ITSM) best practices to track, update, and close tickets efficiently. Work within a fast‑paced environment while prioritizing multiple tasks and deadlines. Provide white‑glove customer support, ensuring a professional and empathetic approach to problem resolution. Act as an escalation point for Tier 1 technicians and assist with more complex IT issues. Collaborate with internal teams to enhance processes and improve service efficiency. Required Qualifications Education: Associate’s degree in Information Technology, Computer Science, or a related field (or equivalent work experience). 3+ years of experience in a fast‑paced Business IT Support Environment. At least 1 year of experience in a help desk or technical support role. Office 365 & Exchange Administration. Networking Basics (Firewalls, Routers, Switches, VPN). Troubleshooting Internet and Cloud‑based Applications. MFA Configuration and Administration. Excellent verbal and written communication skills. Strong analytical and troubleshooting abilities. Ability to multitask and prioritize workload effectively. Professional demeanor and strong customer service orientation. #J-18808-Ljbffr