Centralized Services Technician

DOXA Talent

Colombia

A distancia

COP 86.322.600 - 103.397.400

Jornada completa

14 días+

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Descripción de la vacante

A leading recruiting agency seeks a Centralized Services Technician for remote work in Colombia. Candidates should possess advanced English and at least 3 years of administration experience with ConnectWise Automate. The role involves proactive troubleshooting and system health management in a dynamic environment. Competitive salary up to $8,500,000 COP monthly, with a focus on continuous improvement and automation.

Formación

3+ years of ConnectWise Manage & ConnectWise Automate administration experience.
5+ years in Help Desk, Centralized Services, or IT operations.
Advanced English proficiency (C1+).

Responsabilidades

Monitor patching and backup tickets and resolve issues.
Identify automation opportunities to improve processes.
Conduct quarterly audits for every customer.

Conocimientos

Proactive troubleshooting

ConnectWise Automate administration

Windows 10/11 support

Effective research skills

Automation fluency

Educación

Relevant studies in Systems Engineering or Information Technology

Herramientas

ConnectWise Manage

Microsoft 365

RMM/EDR/backup tools

Descripción del empleo

5 days ago Be among the first 25 applicants

Direct message the job poster from DOXA Talent

IT Recruitment Lead | HR Generalist | Talent Acquisition | People & Culture

Our Company

At Doxa, we are dedicated to connecting businesses with top-tier talent across various industries. Our mission is to deliver innovative solutions that drive exceptional outsourcing services, enabling companies to expand their teams and grow their operations seamlessly.

Our commitment to fostering a vibrant and supportive team culture sets Doxa apart. Join us and be part of a culture that prioritizes your happiness and well-being, ensuring you personally and professionally thrive.

Location: Remote – Colombia

Work Environment: Colombian and international teams

Work Hours: Monday to Friday, 7:00am–4:00pm CST or 8:00am–5:00pm CST

Salary range: Max $8,500,000 COP per month

Contract Type: Long-term

Languages Required: Advanced English and Spanish (Bilingual)

⚠️ Please note: Candidates without advanced English proficiency will not be considered for this position.⚠️

THE ROLE:

We’re seeking a Centralized Services Technician. This role is designed for a highly analytical and proactive IT professional who excels in a dynamic MSP environment and can manage system health without relying on scripts or step-by-step guides.

You’ll play a key role in proactive fleet management, including patching, backups, automation, standards enforcement, and improving system performance across multiple clients.

IMPORTANT: This position would have a hard requirement of 3+ years of ConnectWise Automate administration experience. Someone who has simply worked in ConnectWise Automate would not fit this role, we need someone who has administrative experience with it.

REQUIREMENTS:

advanced English proficiency (C1+)
3+ years of ConnectWise Manage & ConnectWise Automate administration experience.
5+ years of Help Desk, Centralized Services, or enterprise IT operations experience in an MSP or multi-tenant environment.
Exceptional troubleshooting skills with the ability to work unscripted and solve complex issues end-to-end.
Hands-on systems experience: Windows 10/11, Windows Server, Active Directory/Azure AD, Microsoft 365 administration, RMM/EDR/backup platforms, and basic macOS support.
Proficiency with Microsoft 365 and Office in business environments.
Ability to research effectively using Google, forums, and AI tools to accelerate diagnosis and implementation.
Strong communication and documentation habits across tickets, change notes, and knowledge articles.
Automation fluency (e.g., PowerShell, RMM policies) to standardize and improve operational outcomes.

Preferred Impact (What Success Looks Like)

≥95% patch coverage, rapid backup remediation, and clear downward trends in reactive incidents.
Completed quarterly audits for every customer, with any gaps resolved within agreed timeframes.
Delivery automation that eliminates recurring manual work and measurably strengthens fleet posture.

Education:

Relevant studies in Systems Engineering, Information Technology, or related fields (preferred but not mandatory with strong experience).

Experience:

3+ years administering ConnectWise Manage & ConnectWise Automate.
5+ years in Help Desk, Centralized Services, or IT operations in an MSP or multi-tenant environment.

Skills:

Strong troubleshooting and problem-solving skills, with ability to work unscripted.
Hands-on experience with Windows 10/11, Windows Server, Active Directory/Azure AD, Microsoft 365, RMM/EDR/backup tools, and basic macOS support.
Proficiency with Microsoft 365 and Office in business environments.
Ability to research effectively using Google, forums, or AI tools.
Excellent communication and documentation skills across tickets and knowledge bases.

Characteristics:

Ownership mindset.
Strong analytical thinking.
Proactive and organized.
Detail-oriented with a focus on continuous improvement.

RESPONSIBILITIES:

Communicate any challenges or expectation mismatches discovered with clients to the management team, providing continuous updates until resolved.
Monitor and report on all patching and backup troubleshooting tickets assigned to Attentus Centralized Services, ensuring issues are resolved within agreed service levels.
Identify opportunities and submit requests to improve processes through automation.
Consistently close all assigned Centralized Services tickets within agreed-upon SLAs.
Examples include backup failures/remediation, and critical server/system patching.
Ensure backup issues are resolved within 24 hours, or that necessary equipment is ordered and scheduled for installation.
Track down systems not automatically patching and investigate underlying issues.
Conduct quarterly audits for every customer to verify toolsets are applied and running properly.

Seniority level