Job description

Job Title: IT Helpdesk Technician Tier II

Department: IT

Reports To: IT Manager

Remote - Colombia 🇨🇴

The Role

At DOXA Talent, the IT Helpdesk Technician Tier II is responsible for a variety of desktop and application support responsibilities while also being a primary point of escalation for more challenging issues. We primarily support applications and platforms from Microsoft. This position is fully remote and you will be working as part of a small team (~10) to support our users in Colombia, the Philippines and other regions. Our business is growing and our team is expanding. This is a great opportunity to join a quickly growing business as we continue to assimilate and support new technologies, services, and users.

This position has a direct pathway to a supervisory role for the person with the right combination of skill and experience.

Essential Functions

Troubleshooting advanced technical issues.
Configuration of computer assets.
Support other IT Helpdesk technicians as well as the operations and responsible for ticket support and SLAs.
Interact with the IT Department and other teams to assist in troubleshooting, identify root cause, and provide technical support.
Perform recurring tasks including server updates, systems backup, and maintenance.
Continuously complete documentation of all break/fix issues and final resolutions.
Oversees the processes with other departments for equipment deployment.
Shall handle and investigate escalated issues from Tier 1.
Coordinates with IT Manager/Supervisor/Clients in addressing IT-related requests/issues.
Coordinates ad hoc projects with IT and other departments.

Additional Functions

Assist IT Manager with the deployment of major projects.
Manage administrative functions of various SaaS platforms.
Assist in end user training on proper operation and use of software, hardware, and cybersecurity awareness.
Ability to follow processes, procedures, and work instructions to ensure consistent customer experiences.
Manage and train Tier I support technicians.
Perform support ticket management and audit for completeness and resolutions.
Perform testing of new systems and software for infrastructure improvements.
Perform other duties as required.

Job Specifications

Proficient in English
5 years of directly relevant work experience.
Excellent time management: you can work autonomously, take initiative, and multitask.
Expert level knowledge of Microsoft Windows and Office 365.
A solid understanding of Microsoft Azure and Office 365 administration and configuration.
Great interpersonal skills, equally happy working alone on a project or interacting with internal customers to resolve their issues.
Ability to thrive in a fast-changing environment that introduces new systems on a regular basis.
Ability to work in an autonomous environment where you can be a self-directed, independent worker.
Ability to create an inclusive workplace where everyone feels a sense of belonging by empowering all our employees to speak up, ask questions, and been seen.
A+, Network+, Security+, MCTS Certifications preferred.
Associate degree in information technology or equivalent experience preferred
A solid understanding of the fundamentals of AD/DNS/DHCP and the role these services play in a network.

Other Requirements

Must pass a background check.
Must meet work from home requirements to qualify.
Complete continuing education based upon current certifications.
Physical space for safe local storage of IT assets.
A maximum of 10% local travel is required on a weekly basis to support the management, distribution and shipping of IT assets.

Work Environment and Physical Demands

Duties are primarily performed in an office environment and require sufficient personal mobility and physical capability to permit an employee to function in this environment.
Requires sitting at a desk for up to 8 hours and ability to lift up to twenty (20) pounds;

Required profile