Help Desk Technician T2

Open to candidates located in Colombia and the Philippines.

Requirements

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