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 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
• ITIL Foundation certification (preferred)
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 managemen