Senior IT Help Desk Escalation Engineer - Remote

DOXA Talent, Inc.; Colombia; Remote; COP 89,280,000 - 111,600,000; Full time

Job summary

DOXA Talent, Inc. is seeking a Senior IT Help Desk Support Specialist to serve as the final escalation point for complex issues across multiple client environments.

You will provide advanced support for Windows, macOS, and Linux, and administer Microsoft 365 and Entra ID to ensure timely resolution for end users. This remote Colombian contract role requires strong networking and security awareness, plus excellent documentation and ticketing skills, with a Monday–Friday 9:00 AM–6:00 PM PST

Qualifications

• Bachelor's degree in IT, CS, Systems Eng or related field preferred.
• Minimum 5 years in IT Help Desk or related roles with senior escalation.
• Experience working for an MSP.
• Advanced support for Windows, macOS, Linux (Ubuntu, CentOS).
• MS 365 Administration including Outlook, Teams, OneDrive, SharePoint, Exchange Online, MFA, mailbox management.
• Active Directory / Entra ID administration.
• Identity and access management including SSO, MFA, password resets, and permissions.
• Strong networking knowledge: TCP/IP, DNS, DHCP, VPN, Wi‑Fi, firewalls.
• Security awareness: phishing, suspicious logins, malware indicators.
• Excellent documentation and ticket management.

Responsibilities

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

Skills

Senior IT Help Desk experience

MS 365 Administration

Active Directory / Entra ID

Networking knowledge

Security awareness

Education

Bachelor's degree in IT, CS, or Systems Eng (preferred)

Tools

Windows

macOS

Linux

Active Directory

Entra ID

Microsoft 365 Admin Console

Job description

DOXA Talent, Inc. is seeking a Senior IT Help Desk Support Specialist to serve as the final escalation point for complex issues across multiple client environments.

You will provide advanced support for Windows, macOS, and Linux, and administer Microsoft 365 and Entra ID to ensure timely resolution for end users. This remote Colombian contract role requires strong networking and security awareness, plus excellent documentation and ticketing skills, with a Monday–Friday 9:00 AM–6:00 PM PST