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Helpdesk Technician Level II
Posted: 09/24/2026
Job Number: 28246
Pay Rate: $ - $30000
Remote Friendly?:
Job Description
IT Technician IIJob Details
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.
Key Responsibilities
We are GTN –The Go To Network
- 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.
Key Responsibilities
- 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.
- Bachelor’s degree in Computer Science.
- Experience using AI assistants to support troubleshooting and documentation, or willingness to learn.
We are GTN –The Go To Network