Level 2 Run Technician
Z
ZipdevInformation Technology
Mexico. Bolivia, Plurinational State of. Costa Rica. Colombia. Brazil, US business-hours overlapFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 3–6+ years of IT support or systems administration experience
- Required Skills
- DocumentationTroubleshooting
Requirements
- 3–6+ years of IT support or systems administration experience.
- Strong Microsoft 365 and Entra ID / Azure AD administration and troubleshooting experience.
- Experience with Windows systems, endpoint troubleshooting, and identity/access support.
- Experience supporting security, backup, and endpoint management tools.
- Ability to troubleshoot across local, cloud, and blended environments.
- Bachelor’s or Associate’s degree in IT, Computer Science, or equivalent experience.
- Strong analytical, problem-solving, and written communication skills.
- Proven experience working in MSP environments or multi-client support models.
- Ability to work in a distributed team model with US-hours overlap.
- Preferred: Microsoft 365 / Azure / Entra-related certifications.
- Nice to have: CompTIA Network+, CompTIA Security+, CCNA, or equivalent certifications.
Responsibilities
- Act as the escalation point for complex or unresolved Level 1 helpdesk issues.
- Troubleshoot Microsoft 365, Entra ID, Windows endpoint, identity, access, and admin center issues.
- Own incident triage, resolution steps, root cause notes, and escalation handoffs.
- Maintain system documentation, SOPs, and troubleshooting guides to reduce operational risk.
- Analyze recurring incident patterns to recommend preventative maintenance and process improvements.
- Coordinate handoffs effectively within a distributed team model while maintaining US business-hours overlap.
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