Tier II Help Desk Technician

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 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

Skills:

• Windows OS troubleshooting (Windows 10/11)
• macOS troubleshooting
• Microsoft 365 (Outlook, Teams, SharePoint, OneDrive, Word, Excel)
• Active Directory (user accounts, groups, permissions, password resets)
• Azure Active Directory / Entra ID
• Remote desktop and remote support tools (e.g., TeamViewer, AnyDesk, RDP)
• IT ticketing systems (ServiceNow, Jira, Zendesk, or similar)
• TCP/IP networking fundamentals
• VPN configuration and troubleshooting
• DNS and DHCP fundamentals
• Hardware troubleshooting (desktops, laptops, printers, peripherals)
• Software installation, configuration, and patching
• Mobile device management (MDM) basics
• Antivirus and endpoint security tools
• ITIL framework and service management principles
• Documentation tools and knowledge base platforms
• Characteristics:
• Strong analytical and problem-solving skills
• Excellent verbal and written communication skills in English
• Customer-focused mindset with a professional and empathetic approach
• Ability to manage multiple open tickets and prioritize workload effectively
• Detail-oriented with strong organizational skills
• Self-motivated and able to work independently in a remote environment
• Collaborative team player who works well with cross-functional and international teams
• Adaptability and willingness to learn new technologies and processes
• Calm and composed under pressure when handling high-priority or urgent issues
• Proactive attitude toward identifying recurring issues and suggesting improvements

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 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 escalate 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.