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Help Desk Technician T2
Open to candidates located in Colombia and the Philippines. <br><br><strong>Requirements</strong> <ul><li>CompTIA A+, Network+, or equivalent technical certification is REQUIRED (or equivalent professional experience demonstrating equivalent knowledge). </li><li>Minimum 4+ years of professional IT support experience, with at least 1 year in a Tier 2 or escalation support role. </li><li>Proven experience in technical troubleshooting, incident management, and resolution of complex IT issues. </li><li>Strong knowledge of Windows and Linux system administration, including Active Directory, user management, and permissions. </li><li>Solid understanding of networking fundamentals including TCP/IP, DNS, DHCP, and network troubleshooting. </li><li>Hands-on experience with Microsoft 365 (Exchange Online, SharePoint, Teams) and cloud infrastructure. </li><li>Proficiency in IT support tools including remote access software, ticketing systems, and system monitoring platforms. </li><li>Excellent analytical, problem-solving, communication, and interpersonal skills. </li><li>Ability to prioritize multiple tickets, manage time effectively, and work independently in a fast-paced environment. </li><li>Bachelor's degree in computer science, Information Technology, or a related field (or equivalent professional work experience). </li><li>English C1 – C2</li></ul><strong>Desired Qualifications </strong><ul><li>Experience with Remote Monitoring and Management (RMM) tools such as ConnectWise Automate, NinjaRMM, or similar platforms. </li><li>Familiarity with Managed Extended Detection and Response (MXDR) or endpoint security solutions. </li><li>Experience with IT Service Management (ITSM) frameworks such as ITIL. </li><li>Knowledge of server virtualization platforms such as VMware, Hyper-V, or KVM. </li><li>Experience with backup and disaster recovery solutions. </li><li>Auto dealership or managed service provider (MSP) environment experience is a plus. </li></ul><strong>Responsibilities </strong><ul><li>Serve as the primary escalation point for the help desk team, handling complex, unresolved, and high-priority technical tickets. </li><li>Troubleshoot and resolve escalated incidents affecting Windows and Linux systems, networking, Microsoft 365, endpoint devices, and system infrastructure. </li><li>Perform comprehensive root cause analysis and implement long-term, sustainable technical solutions. </li><li>Take ownership of customer incidents through completion, ensuring customer satisfaction and proper closure. </li><li>Maintain accurate, detailed documentation and timely updates of all assigned tickets within the ticketing system. </li><li>Create and maintain comprehensive knowledge base articles, troubleshooting guides, and technical documentation. </li><li>Identify and document recurring issues, patterns, and trends to propose process improvements and automation opportunities. </li><li>Monitor and maintain strict compliance with Service Level Agreements (SLAs) for all assigned tickets. </li><li>Provide technical mentorship and guidance to Tier 1 support staff, assisting with complex issues and skill development by creating SOPs.</li><li>Configure, troubleshoot, and maintain system infrastructure components including servers, network devices, and user endpoints. </li><li>Assist with system administration tasks including server configuration, user account management, permissions, and backup/recovery operations. </li><li>Troubleshoot network connectivity issues and optimize system and application performance. </li><li>Implement and enforce IT security policies, procedures, and best practices. </li><li>Monitor system logs and network traffic for potential security threats and respond to security incidents. </li><li>Collaborate with system administrators, security analysts, and technical teams to ensure seamless infrastructure integration. </li><li>Lead and collaborate on infrastructure improvement projects and technical initiatives. </li><li>Support overflow and backlog tasks to maintain smooth operational workflows across the SysOps team. </li><li>Stay updated with industry trends, emerging technologies, and best practices in IT support and infrastructure management. </li></ul><div style="display:block;width:0px;height:0px;padding:0px;border:0px;margin:0px;position:absolute;top:0px;left:-9999px;opacity:0;overflow:hidden;"> </div>
