Remote Technical Support Specialist (Windows & 365)

DOXA Talent, Inc.; Colombia; A distancia; COP 36.000.000 - 72.000.000; Jornada completa

Descripción de la vacante

DOXA Talent, Inc. is seeking a Technical Support Specialist to join our service desk.

You will assist customers with basic to intermediate technology needs, handle incident response, and achieve first contact resolution using our policy, processes, and standard tools such as the ticketing system, remote support platform, and automation. This remote role in Colombia supports both Colombian and international teams.

Formación

• Bachelor’s degree in the related field preferred.
• Experience in a multi-client environment.
• Strong knowledge of Windows desktops and end-user support including Microsoft AD, Azure AD, and O365/Exchange as the technology relates to the role.
• Intermediate knowledge of Windows servers, networking fundamentals, and firewall technology is a plus.
• Fundamental knowledge and experience with VMWare infrastructure (vCenter/ESXi) and VMWare Horizon is a plus.
• Strong computer aptitude, which includes expertise with Microsoft 365 applications.
• Strong organization, oral and written communication skills.
• Analytical skills with particular attention to detail.
• Aptitude in data management, analytics, reporting preparation.
• Character of culture and customer obsession is also a plus.
• Ability to function in an autonomous environment—independent worker, self-directed.

Responsabilidades

• Communicate with customers via phone, chat, and email daily.
• Answer helpdesk calls and actively monitor the ticketing system to help with end-user computer-related problems including hardware, software, telephones, printers, peripherals, and related equipment.
• Determine the severity of problems and resolve or refer to an appropriate staff member or vendors.
• Respond to customer service requests that require excellent customer service skills and technical proficiency regarding hardware and software problems both remotely and on-site when needed.
• Use remote support tools and ticketing systems to support clients using Microsoft environments including Windows and Office 365.
• Install and support a variety of client-specific software packages.
• Perform documentation of all work in a ticketing system and expand company procedures to maintain a knowledge base.
• Escalate service issues as needed to advanced technicians.

Conocimientos

Windows desktop support

Microsoft AD

Azure AD

Office 365 / Exchange

VMware vCenter/ESXi

VMware Horizon

Networking fundamentals

Firewall knowledge

Microsoft 365 apps

Customer service

Communication skills

Data management & analytics

Educación

Bachelor’s degree

Herramientas

Ticketing system

Remote support tools

Descripción del empleo

DOXA Talent, Inc. is seeking a Technical Support Specialist to join our service desk.

You will assist customers with basic to intermediate technology needs, handle incident response, and achieve first contact resolution using our policy, processes, and standard tools such as the ticketing system, remote support platform, and automation. This remote role in Colombia supports both Colombian and international teams.