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:Bachelor's degree in Information Technology, Computer Science, Systems Engineering, or a related fieldCompTIA A+ certification or equivalentCompTIA Network+ certification or equivalentEducation:2+ years of experience in a Help Desk, IT Support, or Desktop Support roleProven experience handling Tier 2 escalations from Tier 1 support teamsExperience troubleshooting Windows and/or macOS operating systemsExperience supporting Microsoft 365 applications and environmentsExperience with Active Directory user and group managementExperience with ticketing systems (e.G.,



ServiceNow, Jira, Zendesk, or similar)Experience with remote support tools and remote desktop technologiesBackground supporting hardware, software, and peripheral devicesExperience: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 troubleshootingDNS and DHCP fundamentalsHardware troubleshooting (desktops, laptops, printers, peripherals)Software installation, configuration, and patchingAntivirus and endpoint security toolsITIL framework and service management principlesDocumentation tools and knowledge base platformsCharacteristics:Strong analytical and problem-solving skillsExcellent verbal and written communication skills in EnglishCustomer-focused mindset with a professional and empathetic approachAbility to manage multiple open tickets and prioritize workload effectivelyDetail-oriented with strong organizational skillsSelf-motivated and able to work independently in a remote environmentCollaborative team player who works well with cross-functional and international teamsAdaptability and willingness to learn new technologies and processesCalm and composed under pressure when handling high-priority or urgent issuesProactive attitude toward identifying recurring issues and suggesting improvementsResponsibilities: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 escalated 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.#J-18808-Ljbffr

📌 Tier 2 Help Desk Technician (Colombia)
🏢 DOXA Talent
📍 Colombia