Service Desk Specialist

Connext; Colombia; On-site; COP 42,000,000 - 64,000,000; Full time

Job summary

Connext is seeking a Service Desk Specialist to provide advanced IT support across Windows, macOS, Microsoft 365, Google Workspace, and cloud/on-premise environments.

You will own issues end-to-end, troubleshoot complex problems, collaborate with cross-functional teams, and help improve processes and documentation, all while communicating clearly in English.

Qualifications

• Bachelor's degree in a related technical field is required.
• Minimum of three years in MSP or multi-client IT support.
• Strong troubleshooting across systems, networks, cloud, and security.

Responsibilities

• Serve as a trusted technical resource for complex IT support across client environments.
• Diagnose and resolve difficult issues across Windows, macOS, M365, Google Workspace, and cloud/on-premise environments.
• Own issues end-to-end from investigation to resolution, with documentation and client communication.
• Provide advanced networking and security support including VPNs, DNS/DHCP, firewalls, and routing.
• Collaborate with technical teams to coordinate multi-client troubleshooting and resolutions.
• Participate in projects involving migrations, deployments, and security initiatives.
• Identify improvements to processes, documentation, automation, and tooling.

Skills

Windows support

macOS support

Microsoft 365

Google Workspace

Networking fundamentals

Security fundamentals

Troubleshooting

Documentation

English communication

Education

Bachelor's degree in Information Technology, Computer Science, Information Systems, Computer Engineering, or a related technical field

Tools

VPNs

DNS/DHCP

Firewalls

Wi‑Fi

VLANs

Job description

The Service Desk Specialist is responsible in serving as a senior technical resource responsible for resolving complex IT issues across multiple client environments. The role provides advanced troubleshooting and escalation support across end-user systems, cloud platforms, networking, security, and infrastructure while taking ownership of issues from investigation through resolution and supporting technical projects and process improvements.

Job Description

• Serve as a trusted technical resource for complex IT support needs across multiple client environments.
• Diagnose and resolve difficult or non-routine technical issues across Windows, macOS, Microsoft 365, Google Workspace, and cloud/on-premise environments.
• Own technical issues end-to-end, including investigation, root-cause identification, resolution, documentation, and client communication.
• Provide advanced support for networking components, including firewalls, switches, VPNs, DNS/DHCP, Wi‑Fi, and routing.
• Partner with technical teams in a non-tiered support structure to coordinate cross-functional troubleshooting and resolution.
• Participate in client projects involving migrations, deployments, security initiatives, system upgrades, and other technical changes.
• Research unfamiliar technologies and use logical troubleshooting, experimentation, and available resources to identify solutions.
• Identify opportunities to improve support processes, documentation, automation, and technical tooling.
• Maintain accurate technical documentation and contribute to internal knowledge resources.
• Communicate technical issues and solutions clearly to both technical and non‑technical stakeholders.
• Manage multiple client issues and competing priorities while maintaining service quality and timely resolution.

Required Qualifications

• Experience supporting and troubleshooting Windows, macOS, Microsoft 365, Google Workspace, and related IT environments.
• Experience with networking and security fundamentals, including VPNs, DNS/DHCP, VLANs, Wi‑Fi, firewalls, and routing.
• Demonstrates strong troubleshooting skills across systems, networking, cloud services, and security fundamentals, with the ability to diagnose problems beyond Level 2 support.
• Demonstrates strong customer-facing communication skills with the ability to explain complex technical concepts clearly to users and stakeholders.
• Demonstrates high level of comfort diagnosing unfamiliar technologies through research, logic, and experimentation.
• Demonstrates strong ownership mentality, with the ability to manage technical issues through the entire resolution process.
• Proactive approach to improving processes, documentation, and technical tools.
• Proven ability to manage multiple client environments and competing priorities effectively.
• Proven ability to collaborate effectively with technical and non-technical teams.
• Clear and coherent both written and verbal communication skills in English.

Screening Criteria

• Bachelor's degree in Information Technology, Computer Science, Information Systems, Computer Engineering, or a related technical field.
• Minimum of five (3) years of demonstrable experience in an MSP, fast‑paced, multi‑client, or multi‑site IT support environment.