Tier 2 Help Desk Technician 9am-6pm PDT

Dynamics ATS; Colombia; Teletrabalho; COP 30 000 000 - 54 000 000; Tempo integral

Resumo da oferta

DOXA is seeking a Tier 2 Help Desk Technician to handle escalated IT issues across Windows, macOS, and Microsoft 365 environments. This remote Colombian contract role supports international teams and requires strong English communication and ITIL-aligned service practices.

Ideal candidates have 2+ years in IT support, CompTIA A+/Network+, and solid AD/AD–based administration skills. Shift coverage aligns with PDT hours in a global context.

Qualificações

• Bachelor's degree in IT, CS, or related field required.
• Certifications: CompTIA A+ and Network+ or equivalent.
• Minimum 2+ years in Help Desk/IT Support or Desktop Support.
• Experience handling Tier 2 escalations from Tier 1 teams.
• Windows and/or macOS troubleshooting experience.
• Experience with Microsoft 365 and AD management.
• Familiar with ticketing systems (ServiceNow, Jira, Zendesk, etc.).
• Strong English communication and remote support capabilities.

Responsabilidades

• Receive, log, and manage escalated tickets from Tier 1.
• Diagnose and resolve complex hardware, software, network issues.
• Provide remote and phone-based support to end users.
• Troubleshoot Windows/macOS and Microsoft 365 environments.
• Manage AD/Azure AD users and permissions.
• Configure VPNs and remote connectivity; assist with hardware deployment.
• Update software, patches, and endpoint security tools.
• Document steps and resolutions; maintain knowledge base.

Conhecimentos

Microsoft 365

Active Directory

Remote support

VPN configuration

DNS/DHCP

Hardware troubleshooting

Software installation

Endpoint security

ITIL processes

Documentation

Ticket management

English communication

Cross-functional teamwork

Formação académica

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

CompTIA A+ certification or equivalent

CompTIA Network+ certification or equivalent

Ferramentas

ServiceNow

Jira

Zendesk

Remote desktop tools

Azure Active Directory / Entra ID

Descrição da oferta de emprego

Full Time Tier 2 Help Desk Technician 9am-6pm PDT

At DOXA, we are dedicated to connecting businesses with top-tier talent across various industries. Our mission is to deliver innovative solutions that drive exceptional outsourcing services, enabling companies to expand their teams and grow their operations seamlessly.

What sets DOXA apart is our commitment to fostering a vibrant and supportive team culture. Join us and be part of a culture that prioritizes your happiness and well-being, ensuring you thrive both personally and professionally.

The Role:

We're seeking a Tier 2 Help Desk Technician. This role is designed for an experienced IT support professional who can handle escalated technical issues beyond the scope of front-line support. You'll play a key role in providing advanced troubleshooting and resolution for complex hardware, software, network, and system issues escalated from Tier 1 support, ensuring minimal downtime and high user satisfaction while maintaining documentation, managing tickets, and collaborating with Tier 3 and other technical teams to deliver reliable, efficient IT support across the organization.

Location: Must be in Colombia – Remote.

Environment: Colombian and International Teams.

Language: Intermediate-Advanced English (B2).

Timezone: Monday to Friday – Shifts scheduled to cover between 5:00 AM to 6:00 PM PDT (PST).

Contract: Non-fixed Term Colombian Contract.

Requirements:

• Education:
• Bachelor's degree in Information Technology, Computer Science, Systems Engineering, or a related field
• CompTIA A+ certification or equivalent
• CompTIA Network+ certification or equivalent
• Experience:
• 2+ years of experience in a Help Desk, IT Support, or Desktop Support role
• Proven experience handling Tier 2 escalations from Tier 1 support teams
• Experience troubleshooting Windows and/or macOS operating systems
• Experience supporting Microsoft 365 applications and environments
• Experience with Active Directory user and group management
• Experience with ticketing systems (e.g., ServiceNow, Jira, Zendesk, or similar)
• Experience with remote support tools and remote desktop technologies
• Background supporting hardware, software, and peripheral devices

Skills:

• Microsoft 365 (Outlook, Teams, SharePoint, OneDrive, Word, Excel)
• Active Directory (user accounts, groups, permissions, password resets)
• Remote desktop and remote support tools (e.g., TeamViewer, AnyDesk, RDP)
• IT ticketing systems (ServiceNow, Jira, Zendesk, or similar)
• VPN configuration and troubleshooting
• DNS and DHCP fundamentals
• Hardware troubleshooting (desktops, laptops, printers, peripherals)
• Software installation, configuration, and patching
• Antivirus and endpoint security tools
• ITIL framework and service management principles
• Documentation tools and knowledge base platforms
• Characteristics:
• Strong analytical and problem-solving skills
• Excellent verbal and written communication skills in English
• Customer-focused mindset with a professional and empathetic approach
• Ability to manage multiple open tickets and prioritize workload effectively
• Detail-oriented with strong organizational skills
• Self-motivated and able to work independently in a remote environment
• Collaborative team player who works well with cross-functional and international teams
• Adaptability and willingness to learn new technologies and processes
• Calm and composed under pressure when handling high-priority or urgent issues
• Proactive attitude toward identifying recurring issues and suggesting improvements

Responsibilities:

• Receive, log, and manage escalated support tickets from Tier 1 Help Desk agents via the ticketing system.
• Diagnose and resolve complex hardware, software, network, and application issues escalated beyond Tier 1 scope.
• Provide remote and phone-based technical support to end users across the organization.
• Troubleshoot and resolve issues related to Windows and macOS operating systems.
• Support and administer Microsoft 365 applications including Outlook, Teams, SharePoint, and OneDrive.
• Manage user accounts, groups, and permissions in Active Directory and Azure Active Directory / Entra ID.
• Configure, troubleshoot, and support VPN access and remote connectivity solutions.
• Assist with hardware setup, imaging, deployment, and decommissioning of desktops, laptops, and peripherals.
• Install, update, and maintain software applications and operating system patches.
• Support mobile devices and assist with basic MDM (Mobile Device Management) tasks.
• Monitor and maintain endpoint security tools and escalate potential threats as appropriate.
• Collaborate with Tier 3 engineers and other IT teams on complex issues requiring deeper investigation or infrastructure changes.
• Document all troubleshooting steps, resolutions, and relevant information accurately in the ticketing system.
• Contribute to and maintain the internal knowledge base with updated how-to guides and resolution articles.
• Communicate clearly and professionally with end users throughout the lifecycle of their support requests, providing timely updates.
• Identify recurring issues and trends and escalate or recommend permanent fixes or process improvements.
• Adhere to ITIL-based processes for incident management, request fulfillment, and change management.
• Meet or exceed defined SLA targets for ticket response and resolution times.
• Participate in team meetings, training sessions, and knowledge-sharing activities.