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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 Tier 2 Help Desk Support. This role is designed for professionals with strong hands-on experience troubleshooting and administering business IT environments who can handle escalated technical issues with minimal supervision.

You'll play a key role in troubleshooting complex technical problems, supporting server and infrastructure environments, and driving issues toward resolution while maintaining clear documentation and strong client communication.

Location: Must be in Colombia – Remote.

Environment: Colombian and International Teams.

Language: Advanced English (B2+ - C1).

Timezone: Monday to Friday – 7:00 AM – 4:00 PM for training. 9:00 AM – 6:00 PM after training.

Contract: Non-fixed Term Colombian Contract.

Requirements

Technical Requirements

(Candidates should perform these with MINIMAL supervision)

Microsoft 365 / Office 365

Work within M365 admin centers to investigate and resolve issues beyond basic user support
Troubleshoot mail flow, licensing, account state issues, permissions, Teams behavior, OneDrive/SharePoint sync or access issues, cross-service user problems
Distinguish between routine end-user issues and tenant-level, policy-level, or configuration-level issues

Windows Server / Active Directory

Use Active Directory confidently for user, group, OU, policy, login, and permissions-related troubleshooting
Troubleshoot file shares, print services, authentication issues, and standard Windows Server issues
Work with Group Policy at functional level (identify policy-related issues, make approved changes)
Investigate server-side causes of end-user issues when applicable

Networking

Troubleshoot issues involving DNS, DHCP, VPN, TCP/IP, and general connectivity
Isolate whether problem is local, server-side, application-side, ISP-related, or network-related
Gather meaningful diagnostic information and move issues toward resolution

Desktop / Endpoint / Application Support

Support Windows and Mac systems in business environments
Troubleshoot advanced endpoint and application issues (log review, configuration analysis, cross-system troubleshooting)
Configure and support workstations, standard business software, and client-specific environments with accuracy

Research And Problem Solving

Research unfamiliar issues using documentation, vendor resources, forums, and AI tools
Apply reasoning and technical judgment when working through issues
Operate effectively in situations where solution is not immediately clear

Security Awareness

Recognize phishing indicators, suspicious MFA prompts, malicious links, standard security concerns
Follow standard security procedures and escalate potential threats immediately

Experience Expectations

Hands-on experience troubleshooting and administering business environments
M365 experience: working within M365 admin centers to investigate and resolve issues (NOT just basic user support)
Windows Server experience: Active Directory administration and troubleshooting server-related services (file shares, printers, authentication, policy-related issues)
Networking experience: troubleshooting DNS, DHCP, VPN, TCP/IP issues in live support environments
Tier 2 support experience: owning technically complex issues, documenting findings clearly, driving issues toward resolution with limited oversight

Professional Expectations

Strong written and verbal communication
Professional, polished, client-facing demeanor
Ability to balance speed with technical accuracy
Clear documentation, strong follow-through, and clean handoff practices
Ownership mindset and ability to contribute to team improvement and consistency

Preferred Background

4-6+ years help desk, service desk, or technical support experience in business IT environment
Prior MSP experience strongly preferred
Experience handling escalations across varied client environments
Technical certifications valuable

Education: Bachelor's degree in Computer Science, Information Systems, or related field (or equivalent experience).

Experience: 4–6+ years help desk, service desk, or technical support experience in business IT environment. Prior MSP experience strongly preferred. Experience handling escalations across varied client environments. Tier 2 support experience owning technically complex issues and driving them toward resolution with limited oversight. Hands-on experience troubleshooting and administering business environments. M365 experience working within M365 admin centers to investigate and resolve issues beyond basic user support. Windows Server experience with Active Directory administration and troubleshooting server-related services (file shares, printers, authentication, policy-related issues). Networking experience troubleshooting DNS, DHCP, VPN, TCP/IP issues in live support environments.

Skills: Microsoft 365 / Office 365 administration and troubleshooting, Windows Server and Active Directory troubleshooting, networking troubleshooting (DNS, DHCP, VPN, TCP/IP), endpoint and application support across Windows and Mac environments, research and problem solving using documentation, vendor resources, forums, and AI tools, security awareness including phishing indicators and suspicious MFA prompts.

Characteristics: Strong written and verbal communication, professional and polished client-facing demeanor, ability to balance speed with technical accuracy, clear documentation and follow-through, clean handoff practices, ownership mindset and ability to contribute to team improvement and consistency.

Responsibilities

Troubleshoot and resolve escalated issues (workstations, servers, business applications, M365, user access, networking, endpoint configuration)
Handle issues requiring deeper investigation, correlation of symptoms, and technical judgment
Support server and infrastructure troubleshooting (Active Directory, DNS, DHCP, VPN, file shares, printers, related services)
Modify system settings, configurations, policies, and software components to resolve issues or improve performance
Support client onboarding, workstation/software configuration, and implementation of approved technical changes
Document findings, root causes, resolution details, and next actions clearly in ticketing system
Contribute to service improvement by identifying gaps in documentation, process, tooling, and recurring client pain points

Tier 2 Help Desk Support (Colombia)