IT Helpdesk Technician Tier II

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;