Senior IT Helpdesk Technician — Remote Support Lead

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 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