Senior IT Helpdesk Technician - Remote (Colombia)

Porch Group; Colombia; Remote; COP 42.408.000 - 55.242.000; Vollzeit

Zusammenfassung

Porch Group is seeking a Senior IT Helpdesk Technician to lead analysis, troubleshooting, and resolution of complex IT issues within IT Operations. You will mentor junior technicians, drive process improvements, and provide expert support via phone, chat, and remote tools for Windows, MacOS, and enterprise apps.

The role emphasizes security, patch management, scripting, and collaboration with cross-functional teams to support a SaaS environment from a remote Colombia-based setup.

Qualifikationen

• Bachelor’s degree in an IT-related field or 6+ years of progressive IT support experience.
• Strong knowledge of ITIL frameworks and security best practices.
• Experience leading IT helpdesk teams and mentoring staff.
• Proficiency in scripting and automation to optimize workflows.

Aufgaben

• Oversee setup, configuration, and deployment of equipment for employee use.
• Monitor work orders, troubleshoot tickets, and meet SLAs.
• Maintain helpdesk systems with ticket updates and data collection.
• Lead re-imaging of laptops/desktops for redeployments.
• Install and configure Windows and MacOS and enterprise software.
• Provide advanced technical support and mentor junior staff.
• Develop and maintain IT knowledge base and training materials.
• Design and implement scripting/automation to streamline tasks.
• Enforce security standards and patch management for endpoints.

Kenntnisse

Leadership

Communication

Scripting (PowerShell/Bash/Python)

ITIL knowledge

Troubleshooting

Project management

Ausbildung

Bachelor’s degree in IT or related field / 6+ years experience

Tools

Fresh Service

NinjaOne

Okta

Windows

MacOS

Jobbeschreibung

Porch Group is seeking a Senior IT Helpdesk Technician to lead analysis, troubleshooting, and resolution of complex IT issues within IT Operations. You will mentor junior technicians, drive process improvements, and provide expert support via phone, chat, and remote tools for Windows, MacOS, and enterprise apps.

The role emphasizes security, patch management, scripting, and collaboration with cross-functional teams to support a SaaS environment from a remote Colombia-based setup.