Level 2 IT Support Analyst - Experienced

Description

Job Summary: We are seeking a Level 2 Support Analyst with a service-oriented mindset, capable of resolving technical issues and communicating clearly to build user confidence. Key Highlights: 1. Key role in resolving technical issues and providing customer support. 2. Emphasis on soft skills and customer orientation. 3. Opportunity to work with Microsoft 365 technologies. **Level 2 Technical Support Analyst – Experienced** **RedBit Solutions** is a company specializing in IT support services for businesses, operating in the Peruvian market since 2012\. We are looking for a **Level 2 Support Analyst** who not only resolves technical issues efficiently but also knows how to treat people: someone who understands that behind every ticket lies a user who needs to feel heard and supported. **IMPORTANT: Please read the full job profile before applying. If you do not meet the requirements, please refrain from submitting your CV. We will contact only those candidates who match the profile.** **Who are we looking for?** A technically skilled professional with a service-oriented vocation — someone who combines solid IT knowledge with the ability to communicate clearly, remain calm under pressure, and build trust with users and clients. **Requirements:** * University degree in **Systems Engineering, Computer Science, Networking, or related fields**. * Minimum 3 years of experience in technical support, help desk, or similar roles. * **Advanced proficiency in Microsoft 365 (Outlook, Teams, SharePoint, OneDrive) — essential.** * Advanced proficiency in managing the Microsoft 365 tenant for user creation and administration — mandatory. * Configuration of M365 email accounts, migration, and backup. * Experience managing SharePoint sites. * Knowledge of Microsoft licensing (OEM, Retail). * Configuration of Wi-Fi printers and network devices (routers, repeaters). * Networking knowledge: connectivity, TCP/IP, firewall, VPN. * Experience supporting end-user hardware and software (on-site and remote). * Proficiency with ticketing/help desk management tools. * Ability to prepare technical manuals and reports. * Basic English proficiency for technical reading — desirable. * Must reside in southern Lima or adjacent districts — preferred. **Soft Skills — As important as technical knowledge** At RedBit Solutions, we believe a good analyst does more than solve problems: they also bring peace of mind. Therefore, we evaluate interpersonal competencies with equal weight: * **Customer orientation and empathy** .\-Ability to put oneself in the user’s shoes, understand their urgency, and deliver humane, respectful, and effective service — even during high-stress or frustrating situations. * **Clear and translational communication.\-**Ability to explain complex technical situations in simple language, avoiding unnecessary jargon, and adapting the message to the audience’s level (end user, department head, manager). * **Structured analysis and diagnosis** .\-Ability to ask the right questions to identify root causes without assumptions or improvisation — following a logical and orderly process. * **Emotional management under pressure**.\-Maintaining calmness, composure, and courtesy when handling multiple simultaneous incidents or when interacting with upset users. * **Proactivity and documentation**.\-Not waiting for problems to recur: documenting solutions, proposing improvements, and sharing knowledge with the team. * **Teamwork and responsible escalation**.\-Knowing when to escalate an incident, communicating it clearly to the next level, and following up until resolution — never leaving the user without a response. **Responsibilities** * Handle incidents and requests via ticketing system, email, and phone calls. * Diagnose and resolve hardware, software, operating system, connectivity, and application issues. * Provide remote and/or on-site support as required. * Escalate incidents beyond one’s scope to higher levels, with clear case documentation. * Keep incident logs and knowledge base updated. * Configure specialized software (design tools, accounting software, AutoCAD, Revit, Autodesk console). * Diagnose network issues: firewall, routing, VPN. * Assist in data migration and system integration (ERP, CRM, CMS). * Identify and resolve operating system and hardware performance issues **Working Hours** Monday to Friday, 8:00 a.m. to 6:00 p.m., and Saturdays, 9:00 a.m. to 12:00 p.m. (on-site) **Work Location:** Jr. Aldebarán 596, Office 708, IQ Surco Building — **Santiago de Surco.** Salary: S/.2,000\.00 \- S/.2,200\.00 per month Work Location: On-site employment