Job Description Este es un puesto de teletrabajo.
We are looking for an experienced IT Support Representative – Tier 2 to provide advanced technical support, troubleshoot complex IT issues, manage incidents, and ensure business continuity.
The ideal candidate should have strong technical expertise, excellent problem-solving skills, and a customer-focused mindset.
Requisitos 3+ years of hands-on IT Support experience, including at least 2 years in Tier 2 Support, Advanced Help Desk, or Desktop Support.
Strong experience with Microsoft 365, including Outlook, Teams, OneDrive, SharePoint Online, and Exchange Online.
Proficiency in Windows ***** administration, troubleshooting, and endpoint management.
Experience with Microsoft Entra ID (Azure AD), Active Directory, user provisioning, permissions, and MFA.
Knowledge of networking fundamentals, including VPN, DNS, DHCP, Wi-Fi, and LAN/WAN connectivity.
Experience with Jira Service Management (JSM), incident management, ticket tracking, and SLA compliance.
Strong troubleshooting, root cause analysis, and problem-solving skills.
Experience supporting SaaS applications, hardware, software, and remote users.
Excellent communication, customer service, and organizational skills.
Ability to work independently in a remote environment.
Preferred: CompTIA or Microsoft certifications and experience with Intune, Autopilot, or similar endpoint management tools.
Responsibilities Provide advanced Tier 2 technical support for hardware, software, networks, endpoints, and enterprise applications.
Troubleshoot and resolve complex technical incidents, minimizing unnecessary escalations.
Support and administer Microsoft 365 services, including Exchange Online, Teams, SharePoint, and OneDrive.
Manage user accounts,



permissions, authentication, and access through Microsoft Entra ID and Active Directory.
Diagnose connectivity issues involving VPN, DNS, DHCP, Wi-Fi, and corporate networks.
Manage incidents, service requests, and escalations through Jira Service Management while ensuring SLA compliance.
Perform root cause analysis, document technical solutions, and prevent recurring incidents.
Configure, maintain, and troubleshoot Windows devices, software, and peripherals.
Serve as an escalation point for Tier 1 and collaborate with Tier 3, Infrastructure, Security, and Engineering teams.
Maintain technical documentation, contribute to knowledge base articles, and support continuous process improvement.
Requirements 3+ years of hands-on IT Support experience, including at least 2 years in Tier 2 Support, Advanced Help Desk, or Desktop Support.
Strong experience with Microsoft 365, including Outlook, Teams, OneDrive, SharePoint Online, and Exchange Online.
Proficiency in Windows ***** administration, troubleshooting, and endpoint management.
Experience with Microsoft Entra ID (Azure AD), Active Directory, user provisioning, permissions, and MFA.
Knowledge of networking fundamentals, including VPN, DNS, DHCP, Wi-Fi, and LAN/WAN connectivity.
Experience with Jira Service Management (JSM), incident management, ticket tracking, and SLA compliance.
Strong troubleshooting, root cause analysis, and problem-solving skills.
Experience supporting SaaS applications, hardware, software, and remote users.
Excellent communication, customer service, and organizational skills.
Ability to work independently in a remote environment.
Preferred: CompTIA or Microsoft certifications and experience with Intune, Autopilot, or similar endpoint management tools.

📌 1981 - It Support Representative – Tier 2 (Medellín)
🏢 softgic
📍 Medellín