Tier 2 Help Desk Technician - Remote (Colombia)

Dynamics ATS

Colombia

Remote

COP 32,000,000 - 52,000,000

Full time

3 hours ago

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Job summary

DOXA is seeking a Tier 2 Help Desk Technician in Colombia to support escalated IT issues across hardware, software, and network domains. You will provide remote and phone-based assistance, troubleshoot complex problems, and coordinate with Tier 3 and other IT teams while maintaining thorough documentation in the ticketing system.

Ideal candidates have 2+ years in IT support, strong English communication, and experience with Microsoft 365, Active Directory, and remote tools.

Qualifications

Bachelor's degree in Information Technology, Computer Science, Systems Engineering, or a related field.
CompTIA A+ certification or equivalent
CompTIA Network+ certification or equivalent
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

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 elevate 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 expose 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.