Remote Colombia Tier 2 IT Help Desk Technician

Dynamics ATS; Colombia; Remote; COP 22,320,000 - 44,640,000; Full time

Job summary

DOXA is seeking a Tier 2 Help Desk Technician to handle advanced IT issues, including hardware, software, network, and Microsoft 365, with a focus on reducing downtime. This role involves remote support across Colombian and international teams, working English language communication and ITIL-aligned processes.

The candidate will log and resolve escalated tickets, document procedures, and collaborate with Tier 3 engineers while maintaining strong customer service and proactive issue resolution in

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Systems Engineering, or a related field.
• CompTIA A+ certification or equivalent.
• CompTIA Network+ certification or equivalent.
• 2+ years of experience in a Help Desk, IT Support, or Desktop Support role.
• Proven experience handling Tier 2 escalations from Tier 1 support teams.
• Experience troubleshooting Windows and/or macOS operating systems.
• Experience supporting Microsoft 365 applications and environments.
• Experience with Active Directory user and group management.
• Experience with ticketing systems (e.g., ServiceNow, Jira, Zendesk, or similar).
• Experience with remote support tools and remote desktop technologies.
• Background supporting hardware, software, and peripheral devices.

Responsibilities

• Receive, log, and manage escalated support tickets from Tier 1 Help Desk agents via the ticketing system.
• Diagnose and resolve complex hardware, software, network, and application issues escalated beyond Tier 1 scope.
• Provide remote and phone-based technical support to end users across the organization.
• Troubleshoot and resolve issues related to Windows and macOS operating systems.
• Support and administer Microsoft 365 applications including Outlook, Teams, SharePoint, and OneDrive.
• Manage user accounts, groups, and permissions in Active Directory and Azure Active Directory / Entra ID.
• Configure, troubleshoot, and support VPN access and remote connectivity solutions.
• Assist with hardware setup, imaging, deployment, and decommissioning of desktops, laptops, and peripherals.
• Install, update, and maintain software applications and operating system patches.
• Support mobile devices and assist with basic MDM tasks.
• Monitor and maintain endpoint security tools and elevate potential threats as appropriate.
• Collaborate with Tier 3 engineers and other IT teams on complex issues requiring deeper investigation or infrastructure changes.
• Document all troubleshooting steps, resolutions, and relevant information accurately in the ticketing system.
• Contribute to and maintain the internal knowledge base with updated how-to guides and resolution articles.
• Communicate clearly and professionally with end users throughout the lifecycle of their support requests, providing timely updates.
• Identify recurring issues and trends and elevate or recommend permanent fixes or process improvements.
• Adhere to ITIL-based processes for incident management, request fulfillment, and change management.
• Meet or exceed defined SLA targets for ticket response and resolution times.
• Participate in team meetings, training sessions, and knowledge-sharing activities.

Skills

Windows

macOS

Microsoft 365

Active Directory

Ticketing systems

Remote support

VPN

DNS/DHCP

Hardware

Software installation

ITIL

Documentation

English speaking

Education

Bachelor's degree in IT/CS/Systems Eng

CompTIA A+

CompTIA Network+

Tools

ServiceNow

Jira

Zendesk

TeamViewer

AnyDesk

RDP

Job description

DOXA is seeking a Tier 2 Help Desk Technician to handle advanced IT issues, including hardware, software, network, and Microsoft 365, with a focus on reducing downtime. This role involves remote support across Colombian and international teams, working English language communication and ITIL-aligned processes.

The candidate will log and resolve escalated tickets, document procedures, and collaborate with Tier 3 engineers while maintaining strong customer service and proactive issue resolution in