Senior IT Helpdesk Technician

Porch Group; Norte; Remote; COP 70,000,000 - 110,000,000; Full time

Job summary

Porch Group is seeking a Senior IT Helpdesk Technician to lead advanced end-user support and drive IT service improvements. You will work remotely from Colombia, supporting Windows and Mac environments, Office 365, and collaboration tools like Teams, Slack, Zoom, and RingCentral.

Expect mentoring of junior staff, maintaining SLAs, and building automation to streamline workflows. You will help configure devices, manage software deployments, and ensure security standards across endpoints while

Qualifications

• Experience providing advanced IT level 2/3 support to a large user base.
• Proven ability to troubleshoot Windows and MacOS endpoints and apps.
• Familiarity with security practices and patch management.

Responsibilities

• Lead end-user issue analysis, troubleshooting, and resolution across devices and applications.
• Provide support via phone, chat, and remote tools with strong customer service.
• Mentor junior technicians and contribute to knowledge base.
• Manage user accounts, access rights, and security compliance.
• Develop automation to streamline common IT tasks and ticket workflows.

Skills

Windows OS

MacOS

Office 365

MS Teams

Slack

Zoom

RingCentral

IT Troubleshooting

SLA Management

Remote Support

Scripting & Automation

Tools

Enterprise hardware

Job description

Porch Group is a leading vertical software and insurance platform and is positioned to be the best partner to help homebuyers move, maintain, and fully protect their homes. We offer differentiated products and services, with homeowners insurance at the center of this relationship. We differentiate and look to win in the massive and growing homeowners insurance opportunity by

1) providing the best services for homebuyers

2) led by advantaged underwriting in insurance

3) to protect the whole home.

As a leader in the home services software-as-a-service (“SaaS”) space, we’ve built deep relationships with approximately 30 thousand companies that are key to the home-buying transaction, such as home inspectors, mortgage companies, and title companies.

In 2020, Porch Group rang the Nasdaq bell and began trading under the ticker symbol PRCH. We are looking to build a truly great company and are JUST GETTING STARTED.

Job Title: Senior IT Helpdesk Technician

Location: Colombia

Workplace Type: Remote

This role is employed through RemoFirst, Porch Group's Employer of Record partner in Colombia. Your employment will be legally administered through RemoFirst, while your day-to-day work is led by Porch Group.

The future is bright for the Porch Group, and we’d love you to be a part of it as a Senior IT Helpdesk Technician

As the Senior IT Helpdesk Technician at Porch, you will lead the analysis, troubleshooting, and resolution of complex end-user and technology issues within the Porch Group’s Information Technology Operations department.

This role is pivotal in providing advanced technical support to Porch Group employees, mentoring junior technicians, and driving process improvements to enhance IT service delivery.

Additionally, you will provide expert assistance via telephone, chat, and advanced remote tools, delivering best practices and guidance on business-specific applications and hardware. The ideal candidate will have extensive experience of troubleshooting IT products, including Microsoft Windows, MacOS, Office 365, MacOS, MS Teams, Slack, Zoom, RingCentral and other enterprise-grade hardware and software.

What You Will Do As A Senior IT Helpdesk Technician

• Oversee the setup, configuration, and deployment of equipment for employee use, ensuring compliance with IT standards.
• Proactively monitor and manage work orders, troubleshoot tickets, and ensure adherence to service-level agreements (SLAs) for timely resolution.
• Maintain and enhance helpdesk systems, including ticket updates, status tracking, and data collection from emails and calls to provide high-quality user support.
• Lead laptop and desktop re-imaging processes for redeployments, ensuring optimal performance and security.
• Ensure proper installation and configuration of operating systems (Windows, MacOS) and enterprise software applications.
• Provide advanced technical support to resolve complex software and hardware issues, mentoring junior team members as needed.
• Develop, maintain, and enhance an IT knowledge base, including detailed technical documentation, procedures, and user training materials.
• Install, configure, and troubleshoot operating systems, software applications, peripheral devices, and network connectivity issues at an advanced level.
• Deliver exceptional customer service by resolving employee IT issues via email, chat, telephone, or in-person in a professional and approachable manner.
• Manage user account administration, including creating, modifying access permissions, and decommissioning accounts securely.
• Design and implement scripting and automation solutions to streamline repetitive tasks and improve operational efficiency.
• Design and implement scripting and automation solutions to streamline repetitive tasks and improve operational efficiency.
• Design and implement scripting and automation solutions to streamline repetitive tasks and improve operational efficiency.
• Enforce security standards, oversee patch management for supported endpoints, and ensure compliance with regulatory frameworks such as SOX and PCI.
• Enforce security standards, oversee patch management for supported endpoints, and ensure compliance with regulatory frameworks such as SOX and PCI.;margin-top:12.0pt;