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Level 2 It Support Jobs in Puerto Rico (NOW HIRING)

MY WIRELESS

IT Specialist

Guaynabo, PR · On-site

$12 - $16/hr

Assisted Level 2 Support (Under IT Manager Oversight) * Assist with Level 2 troubleshooting activities as assigned and supervised by the IT Manager or senior IT staff. * Support diagnostics and ...

Column Technical Services

IT Support Technician

San Juan, PR · On-site

$14.25 - $19.50/hr

Column Technical Services is seeking a bilingual IT Support Specialist to provide hands-on, onsite ... Qualifications: * 2 years of experience working with PC hardware and software * Proficient in ...

Column Technical Services

IT Support Technician

San Juan, PR · On-site

$14.25 - $19.50/hr

Column Technical Services is seeking a bilingual IT Support Specialist to provide hands-on, onsite ... Qualifications: * 2 years of experience working with PC hardware and software * Proficient in ...

Socket.dev

IT SPECIALIST

San Juan, PR · On-site

$52 - $72/hr

POSITION SUMMARY The IT Specialist provides responsive, hands‑on technology support across the ... Two to four years of experience providing technical support in a multi‑user environment.

PACIV

IT / CSV Specialist

San Juan, PR · On-site

Provide IT support for laboratory applications such as Empower, SmartLab, and Darwin LIMS. * Perform user administration, troubleshooting, and support for laboratory systems. * Support LAC/E hardware ...

Weil Group, Inc

IT Director

Hatillo, PR · On-site

$120 - $150/hr

Director of Information Technology & Business Systems Position Summary The Director of Information ... Support data historians, edge computing, and industrial automation projects. Supply Chain ...

Weil Group, Inc.

IT Director

Hatillo, PR · On-site

Director of Information Technology & Business Systems Position Summary The Director of Information ... support sustainable growth. Key Responsibilities Strategic Leadership & Program Management • ...

Bella Group

IT Technician II

San Juan, PR · On-site

Te apasiona la tecnologia y resolver problemas tecnicos con agilidad y precision? Unete al equipo de IT de la empresa lider en la industria automotriz de Puerto Rico. Bella Group es la unica empresa ...

Bella Group

IT Technician II

San Juan, PR · On-site

¿Te apasiona la tecnología y resolver problemas técnicos con agilidad y precisión? Únete al equipo de IT de la empresa líder en la industria automotriz de Puerto Rico. Bella Group es la única ...

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All JobsLevel 2 It Support JobsLevel 2 It Support Jobs in Puerto Rico

Level 2 It Support information

What is a Level 2 IT Support?

A Level 2 IT Support job involves handling more complex technical issues that cannot be resolved by Level 1 support. This role includes troubleshooting hardware and software problems, assisting with network and server issues, and providing advanced user support. Level 2 technicians may also work with system administrators to escalate critical issues. Strong analytical skills and a deep understanding of IT systems are essential for this position.

What types of issues does Level 2 IT Support typically handle compared to Level 1 support?

Level 2 IT Support handles more complex technical problems that cannot be resolved by Level 1 support, such as in-depth troubleshooting of software errors, network connectivity problems, and configuration issues. You will often work on escalated tickets, interact directly with end users for advanced diagnostics, and collaborate with Level 3 specialists for particularly challenging situations. This role requires a greater depth of technical knowledge and analytical skill. Being in Level 2 support gives you the chance to broaden your technical expertise and act as a mentor for junior team members, while also preparing you for potential advancement into specialist or system administrator roles.

What are the key skills and qualifications needed to thrive in the Level 2 IT Support position, and why are they important?

Level 2 IT Support professionals need in-depth technical knowledge of operating systems, networking, hardware troubleshooting, and customer service, often supported by experience or certifications like CompTIA A+, Network+, or Microsoft MCP. They are typically skilled in support ticketing systems, remote desktop tools, and system administration platforms. Strong analytical thinking, effective communication, and patience help them resolve advanced technical issues and guide users. These skills are crucial for ensuring efficient problem resolution, minimizing downtime, and providing a seamless user experience.

How to become a Level 2 IT support?

To become a Level 2 IT support technician, candidates typically need an associate degree or equivalent in information technology or a related field, along with relevant certifications such as CompTIA A+ or Network+. Gaining experience in basic troubleshooting, hardware, and software support is essential, and developing skills in networking, operating systems, and remote support tools can help advance to this role.

What job categories do people searching Level 2 It Support jobs in Puerto Rico look for?

The top searched job categories for Level 2 It Support jobs in Puerto Rico are:

Level 2 It Support jobs near you
Infographic showing various Level 2 It Support job openings in Puerto Rico as of August 2026, with employment types broken down into 72% Full Time, 7% Part Time, 14% Temporary, and 7% Contract. Highlights an 100% In-person job distribution.

IT Specialist

MY WIRELESS

Guaynabo, PR • On-site

$12 - $16/hr

Full-time

Re-posted 18 days ago

My Wireless rating

2.5

Company rating: 2.5 out of 10

Based on 5 frontline employees who took The Breakroom Quiz

Job description

Position Summary

The IT Support Specialist I – Retail (Level 1) is an entry-level IT support role responsible for providing first-level technical support to My Wireless AT&T retail locations. This position focuses on basic troubleshooting, ticket intake, issue triage, and escalation, while also gaining exposure to IT projects and higher-level support activities under direct supervision.

This role may assist with Level 2 issues and project work only under the guidance and oversight of the IT Manager or senior IT staff. The position does not independently own advanced troubleshooting, system configuration, vendor management, or infrastructure decisions.

Essential Job Duties and ResponsibilitiesLevel 1 Ticket Support & Issue Triage (Primary Responsibility)
  • Serve as the first point of contact for IT support tickets submitted by retail locations.
  • Perform Level 1 troubleshooting using documented procedures, knowledge base articles, and checklists.
  • Accurately document issues, troubleshooting steps, and resolutions in the ticketing system.
  • Identify when issues exceed Level 1 scope and escalate appropriately.
  • Follow defined SLAs, escalation paths, and prioritization guidelines.
Assisted Level 2 Support (Under IT Manager Oversight)
  • Assist with Level 2 troubleshooting activities as assigned and supervised by the IT Manager or senior IT staff.
  • Support diagnostics and remediation efforts for more complex issues after initial triage.
  • Perform tasks such as testing, validation, documentation, or implementation support without independent ownership.
  • Use Level 2 exposure as a learning opportunity to build technical skills.
Project Support & Implementation Assistance
  • Participate in IT projects such as system rollouts, upgrades, store openings, or equipment refreshes under IT Manager direction.
  • Assist with project-related tasks including preparation, deployment support, testing, and documentation.
  • Follow established project plans, timelines, and change management processes.
  • Does not act as a project owner or lead.
Hardware & Peripheral Support (Level 1 / Assisted Level 2)
  • Perform basic troubleshooting and setup for store hardware and peripherals.
  • Assist with hardware replacement and deployment using predefined configurations.
  • Support higher-level hardware troubleshooting only with supervision.
Network & Internet Support (Basic / Assisted)
  • Perform basic connectivity checks and validation steps.
  • Assist with ISP or aggregator ticket coordination.
  • Support additional diagnostics or remediation steps as directed.
  • No independent network configuration authority.
UCaaS / VoIP, Printer & CCTV Support (Level 1 / Assisted)
  • Perform basic troubleshooting and verification steps.
  • Assist with provisioning, replacements, or testing as directed.
  • Escalate complex issues or perform assisted troubleshooting with oversight.
System Access & User Support
  • Handle basic access requests such as password resets and access verification.
  • Assist with access provisioning tasks with proper approvals.
  • Support audits or access reviews as requested.
  • High school diploma or equivalent required
  • IT coursework, certification, or training preferred

Experience:

  • 0–1 years of IT support or helpdesk experience preferred

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