L2 Helpdesk Technician

Description

We're looking for a L2 Helpdesk Technician. You'll be the second tier of our service desk: the escalation point for issues L1 can't resolve, the hands‑on remote infrastructure via our RMM platform, and a frontline checkpoint for security and compliance. This is not a security analyst role, but in our environment, every technician is expected to recognize when a request is out of policy, out of compliance, or out of pattern, and route it accordingly rather than just making it work.

Department: Software
Location: Santiago (Hybrid)

Your primary client base is European; you'll also overlap with US team handoffs at the end of your shift. This role supports European clients in real time. The shift tracks 9:00 AM – 5:00 PM Croatia time, which in Santiago means:

• April – early September (Chile winter / Europe summer): 3:00 AM – 11:00 AM local
• November – March (Chile summer / Europe winter): 5:00 AM – 1:00 PM local