Remote Tier 2 IT Help Desk Pro (Colombia)

Dynamics ATS; Colombia; Remote; COP 30,000,000 - 54,000,000; Full time

Job summary

DOXA is seeking a Tier 2 Help Desk Technician to handle escalated IT issues across Windows, macOS, and Microsoft 365 environments. This remote Colombian contract role supports international teams and requires strong English communication and ITIL-aligned service practices.

Ideal candidates have 2+ years in IT support, CompTIA A+/Network+, and solid AD/AD–based administration skills. Shift coverage aligns with PDT hours in a global context.

Qualifications

• Bachelor's degree in IT, CS, or related field required.
• Certifications: CompTIA A+ and Network+ or equivalent.
• Minimum 2+ years in Help Desk/IT Support or Desktop Support.
• Experience handling Tier 2 escalations from Tier 1 teams.
• Windows and/or macOS troubleshooting experience.
• Experience with Microsoft 365 and AD management.
• Familiar with ticketing systems (ServiceNow, Jira, Zendesk, etc.).
• Strong English communication and remote support capabilities.

Responsibilities

• Receive, log, and manage escalated tickets from Tier 1.
• Diagnose and resolve complex hardware, software, network issues.
• Provide remote and phone-based support to end users.
• Troubleshoot Windows/macOS and Microsoft 365 environments.
• Manage AD/Azure AD users and permissions.
• Configure VPNs and remote connectivity; assist with hardware deployment.
• Update software, patches, and endpoint security tools.
• Document steps and resolutions; maintain knowledge base.

Skills

Microsoft 365

Active Directory

Remote support

VPN configuration

DNS/DHCP

Hardware troubleshooting

Software installation

Endpoint security

ITIL processes

Documentation

Ticket management

English communication

Cross-functional teamwork

Education

Bachelor's degree in Information Technology, Computer Science, Systems Engineering or related field

CompTIA A+ certification or equivalent

CompTIA Network+ certification or equivalent

Tools

ServiceNow

Jira

Zendesk

Remote desktop tools

Azure Active Directory / Entra ID

Job description

DOXA is seeking a Tier 2 Help Desk Technician to handle escalated IT issues across Windows, macOS, and Microsoft 365 environments. This remote Colombian contract role supports international teams and requires strong English communication and ITIL-aligned service practices.

Ideal candidates have 2+ years in IT support, CompTIA A+/Network+, and solid AD/AD–based administration skills. Shift coverage aligns with PDT hours in a global context.