Senior IT Helpdesk Technician (Remote) — Windows & Mac

Porch.com; Colombia; Remote; COP 60,000,000 - 90,000,000; Full time

Job summary

Porch Group seeks a Senior IT Helpdesk Technician to lead end-user support across the organization. You will troubleshoot complex end-user issues, mentor junior technicians, and drive IT service improvements in a remote Colombia-based role.

The ideal candidate has wide experience with Windows, MacOS, Office 365, and collaboration tools, and will help maintain security standards and IT knowledge bases.

Qualifications

• Experience in IT helpdesk and end-user support.
• Strong knowledge of Windows and MacOS operating systems.
• Familiarity with enterprise collaboration tools (Teams, Slack, Zoom, RingCentral) and Office 365.

Responsibilities

• Oversee setup, configuration and deployment of equipment for employees.
• Troubleshoot tickets and meet SLAs for timely resolution.
• Maintain and enhance helpdesk systems with ticket updates and data collection.
• Lead re-imaging of laptops/desktops and ensure secure configurations.
• Provide advanced technical support and mentor junior staff.
• Develop and maintain IT knowledge base and user training materials.
• Ensure security standards and patch management for endpoints.

Skills

Troubleshooting IT issues

Customer service

Remote support

Tools

Windows

MacOS

Office 365

MS Teams

Slack

Zoom

RingCentral

Job description

Porch Group seeks a Senior IT Helpdesk Technician to lead end-user support across the organization. You will troubleshoot complex end-user issues, mentor junior technicians, and drive IT service improvements in a remote Colombia-based role.

The ideal candidate has wide experience with Windows, MacOS, Office 365, and collaboration tools, and will help maintain security standards and IT knowledge bases.