Support Escalation Engineer

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 Senior IT Help Desk Support Specialist to serve as the final escalation point for complex technical issues across multiple client environments. In this role, you'll provide advanced support for Windows, macOS, and Linux systems, administer Microsoft 365 and Active Directory/Entra ID, and troubleshoot network and identity-related problems while ensuring timely and effective resolution for end users.
Location Remote – Colombia
Environment Colombian and International Teams
Language Advanced English (B2+ to C1)
Schedule Monday to Friday 9:00 AM to 6:00 PM PST (10:00 AM to 7:00 PM Colombian Time)
Contract Non-fixed Term Colombian Contract
Salary $9,000,000 COP, based on experience.
Requirements
Bachelor's degree in IT, Computer Science, Systems Engineering, or a related field (preferred).
Minimum 5 years of experience in IT Help Desk, Technical Support, or Systems Administration with senior-level escalation handling.
Experience working for an MSP
Advanced support for Windows, macOS, and Linux (Ubuntu and CentOS).
Microsoft 365 Administration, including Outlook, Teams, OneDrive, SharePoint, Exchange Online, licensing, MFA, and mailbox management.
Active Directory and Microsoft Entra ID administration.
Identity and access management, including SSO, MFA, password resets, account lockouts, user and group management, and permissions.
Strong networking knowledge, including TCP/IP, DNS, DHCP, VPN, Wi-Fi, firewalls, routers, and switches.
Security awareness, including phishing, suspicious logins, malware indicators, and compromised accounts.
Excellent documentation and ticket management skills.
Responsibilities
Serve as the final escalation point for complex Help Desk issues involving users, workstations, applications, access, and connectivity.
Provide advanced technical support for Windows, macOS, and Linux operating systems, including Ubuntu and CentOS.
Administer and troubleshoot Microsoft 365 services, including Outlook, Teams, Exchange Online, SharePoint, OneDrive, licensing, and MFA.
Manage Active Directory and Microsoft Entra ID, including user accounts, permissions, hybrid identity, SSO, password resets, and account security.
Troubleshoot network connectivity issues involving TCP/IP, DNS, DHCP, VPNs, Wi-Fi, routers, switches, and firewalls.
Document, track, and own support tickets through resolution across multiple client environments.

Work arrangement
Yes