Zipdev

Zipdev specializes in connecting businesses with highly skilled remote talent from Latin America, offering a cost-effective solution for hiring software developers and virtual assistants.

Professional Services

Industrials

51-250 (75)

Founded 2014

14 open positions

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Level 2 Run Technician

2 hours, 43 minutes ago

Mexico, Bolivia, Brazil, Colombia, Costa Rica

Full-time

Mid Level

Systems Administrator

DevOps and Infrastructure

Apply Now

Zipdev

Zipdev specializes in connecting businesses with highly skilled remote talent from Latin America, offering a cost-effective solution for hiring software developers and virtual assistants.

Professional Services

51-250

Founded 2014

View All Jobs 14

Description

Act as the escalation point for complex or unresolved Level 1 and helpdesk issues.
Troubleshoot Microsoft 365, Entra ID, Windows endpoint, identity, access, admin center, and cloud-connected support issues.
Own incident triage, resolution steps, root cause notes, and escalation handoffs through closure.
Support SLA adherence for priority incidents through clear communication and timely updates.
Maintain support readiness by clarifying workflows, access paths, dependencies, and known support patterns.
Create and maintain structured documentation, SOPs, troubleshooting guides, permission notes, vendor references, and handoff records.
Participate in knowledge transfer, documentation handoffs, and teach-back validation.
Analyze alerts, incidents, and recurring patterns to identify repeat issues and practical fixes.
Recommend improvements to monitoring, alerting, preventative maintenance, and SOPs.
Coordinate clean handoffs with internal team members, helpdesk resources, MSP partners, vendors, and Level 3 owners.

Requirements

Strong Microsoft 365 and Entra ID / Azure AD administration and troubleshooting experience.
Windows systems, endpoint troubleshooting, permissions, identity, and access support experience.
Experience supporting security, backup, endpoint management, and admin-center tools.
Ability to troubleshoot across local, cloud, and blended environments within a defined support scope.
Incident prioritization and escalation to vendors.
Documentation and SOP management experience.
Strong analytical and problem-solving abilities.
Clear communication for both technical and non-technical audiences.
Bachelor’s or Associate’s degree in IT, Computer Science, or related field, or equivalent experience.
3–6+ years of IT support or systems administration experience.
Preferred: Microsoft 365 / Azure / Entra-related certifications.
Nice to have: CompTIA Network+, CompTIA Security+, CCNA, or equivalent certifications.
Experience in MSP environments or multi-client support models.
Comfortable working in a distributed team model with US-hours overlap.

Benefits

Remote work.
10 business days of vacation per year.
5 national holidays per year.
5 company holidays per year, including Christmas Eve, Christmas Day, New Year’s Eve, New Year’s Day, and Zipdev Day.
Parental leave.
Health care reimbursement.
Active lifestyle reimbursement.
Quarterly home office reimbursement.
Payroll deduction purchase plans.
Longevity bonus.
Continuous learning bonus.
Access to training and professional development platforms.

Interested in this position?

Apply directly on the company website

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