Our Company

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 Senior IT Help Desk Support Specialist. This role is designed for an experienced IT professional who thrives in complex technical environments and enjoys resolving advanced support issues while delivering exceptional customer service.

You’ll play a key role in providing final-tier technical support, managing escalated IT issues, administering Microsoft 365 environments, troubleshooting network and identity-related problems, and ensuring users across multiple client environments receive timely and effective solutions.

Location: Must be in Colombia – Remote.

Environment: Colombian and International Teams.

Language: Advanced English (B2+ - C1).

Timezone: Monday to Friday – 7:00 AM to 4:00 PM PST (Training and regular schedule).

Contract: Non-fixed Term Colombian Contract.

Requirements:

- Education: Bachelor's degree in Information Technology, Computer Science, Systems Engineering, or a related field (preferred).
- Experience: Minimum of 5 years of experience in IT Help Desk, Technical Support, or Systems Administration, with experience handling senior-level escalations. Experience working for an MSP (Managed Service Provider) or supporting multiple client environments is highly preferred.
- Skills:

- Senior/final-tier Help Desk escalation support.
- Advanced support for Windows, macOS,



and Linux (including Ubuntu and CentOS).
- Microsoft 365 Administration (Outlook, Teams, OneDrive, SharePoint, Exchange Online, licensing, MFA, mailbox management, and access troubleshooting).
- Active Directory and Microsoft Entra ID administration.
- Identity and access management, including SSO, MFA, password resets, account lockouts, users, groups, and permissions.
- Strong networking knowledge, including TCP/IP, DNS, DHCP, VPN, Wi-Fi, firewalls, routers, switches, and remote connectivity troubleshooting.
- Security awareness, including identifying phishing attempts, suspicious logins, malware indicators, and compromised accounts.
- Excellent documentation and ticket management skills.

- Characteristics:

- Strong analytical and troubleshooting abilities.
- Excellent communication and customer service skills.
- Highly organized with great attention to detail.
- Ability to work independently while managing multiple priorities.
- Ownership mentality with a proactive approach to issue resolution.
- Comfortable working in a fast-paced, multi-client environment.

Responsibilities:

- Serve as the final escalation point for complex Help Desk issues involving users, workstations, applications, access, and connectivity.
- Provide advanced technical support for Windows, macOS, and Linux operating systems, including Ubuntu and CentOS.
- Administer and troubleshoot Microsoft 365 services, including Outlook, Teams, Exchange Online, SharePoint, OneDrive, licensing, and MFA.
- Manage Active Directory and Microsoft Entra ID, including user accounts, permissions, hybrid identity, SSO, password resets, and account security.
- Troubleshoot network connectivity issues involving TCP/IP, DNS, DHCP, VPNs, Wi-Fi, routers, switches, and firewalls while documenting and owning support tickets through resolution across multiple client environments.

📌 Tier 3 Help Desk Technician (Colombia)
🏢 DOXA Talent
📍 Colombia