Remote Tier 2 IT Help Desk Specialist (Colombia)

DOXA Talent, Inc.

Colombia

Remote

COP 78,120,000 - 111,600,000

Full time

3 days ago

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Job summary

DOXA is seeking a Tier 2 Help Desk Technician located in Colombia with English at B2 level or higher. The role handles escalated hardware, software, network, and system issues, providing remote support to international teams and maintaining documentation, tickets, and SLAs.

Candidate must have 2+ years in IT support, CompTIA A+/Network+ or equivalent, and hands-on experience with Microsoft 365, AD, and ticketing tools (ServiceNow/Jira/Zendesk). Remote-friendly, non-fixed term contract.

Qualifications

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 escalate 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 escalated 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.