Senior Escalation Engineer

DOXA Talent, Inc.; Colombia; Remoto; COP 91.400.000 - 109.480.000; Tempo pieno

Descrizione del lavoro

DOXA Talent, Inc. is seeking a Senior IT Help Desk Support Specialist to serve as the final escalation point for complex issues across client environments. You will provide advanced support for Windows, macOS, and Linux, and administer Microsoft 365 and Entra ID.

This role is remote for Colombia, with a Monday–Friday schedule. Strong networking, security awareness, and MSP experience are essential, along with excellent ticketing and documentation skills.

Competenze

• Bachelor's degree in IT or related field preferred.
• 5+ years in IT Help Desk or related roles with senior escalation.
• Experience working for an MSP.
• Advanced support for Windows, macOS, and Linux (Ubuntu and CentOS).
• Microsoft 365 Administration including MFA and mailbox management.
• Active Directory and Microsoft Entra ID administration.
• Identity and access management including SSO, MFA, password resets, and permissions.
• Strong networking knowledge (TCP/IP, DNS, DHCP, VPN, Wi‑Fi).
• Security awareness for phishing, suspicious logins, malware indicators, and compromised accounts.
• Excellent ticketing and documentation skills.

Mansioni

• Serve as final escalation point for complex Help Desk issues across clients.
• Provide advanced technical support for Windows, macOS, and Linux environments (Ubuntu, CentOS).
• Administer and troubleshoot Microsoft 365 services (Outlook, Teams, Exchange Online, SharePoint, OneDrive, licensing, MFA).
• Manage Active Directory and Entra ID including user accounts and permissions.
• Troubleshoot network connectivity (TCP/IP, DNS, DHCP, VPNs, Wi‑Fi, firewalls).
• Document, track, and own support tickets through resolution across client environments.

Conoscenze

Windows

macOS

Linux

Microsoft 365

Active Directory

Entra ID

Networking

Security awareness

Documentation

MSP experience

Formazione

Bachelor's degree in IT/CS/Systems Engineering

Strumenti

Ubuntu

CentOS

Descrizione del lavoro

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.

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

The Role

We're seeking a Senior IT Help Desk Support Specialist to serve as the final escalation point for complex technical issues across multiple client environments. In this role, you'll provide advanced support for Windows, macOS, and Linux systems, administer Microsoft 365 and Active Directory/Entra ID, and troubleshoot network and identity-related problems while ensuring timely and effective resolution for end users.

Location

Remote – Colombia

Environment

Colombian and International Teams

Language

Advanced English (B2+ to C1)

Schedule

Monday to Friday 9:00 AM to 6:00 PM PST (10:00 AM to 7:00 PM Colombian Time)

Contract

Non-fixed Term Colombian Contract

Salary $9,000,000 COP

based on experience.

Requirements

• Bachelor's degree in IT, Computer Science, Systems Engineering, or a related field (preferred).
• Minimum 5 years of experience in IT Help Desk, Technical Support, or Systems Administration with senior-level escalation handling.
• Experience working for an MSP
• Advanced support for Windows, macOS, and Linux (Ubuntu and CentOS).
• Microsoft 365 Administration, including Outlook, Teams, OneDrive, SharePoint, Exchange Online, licensing, MFA, and mailbox management.
• Active Directory and Microsoft Entra ID administration.
• Identity and access management, including SSO, MFA, password resets, account lockouts, user and group management, and permissions.
• Strong networking knowledge, including TCP/IP, DNS, DHCP, VPN, Wi‑Fi, firewalls, routers, and switches.
• Security awareness, including phishing, suspicious logins, malware indicators, and compromised accounts.
• Excellent documentation and ticket management skills.

Responsibilities

• Serve as the final escalation point for complex Help Desk issues involving users, workstations, applications, access, and connectivity.
• Provide advanced technical support for Windows, macOS, and Linux operating systems, including Ubuntu and CentOS.
• Administer and troubleshoot Microsoft 365 services, including Outlook, Teams, Exchange Online, SharePoint, OneDrive, licensing, and MFA.
• Manage Active Directory and Microsoft Entra ID, including user accounts, permissions, hybrid identity, SSO, password resets, and account security.
• Troubleshoot network connectivity issues involving TCP/IP, DNS, DHCP, VPNs, Wi‑Fi, routers, switches, and firewalls.
• Document, track, and own support tickets through resolution across multiple client environments.