Tier 2 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.

Work arrangement
Yes