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 an IT Helpdesk Technician. This role is designed for a professional who is prepared to handle a wide variety of technical assignments, communicates effectively with end users, and demonstrates strong technical aptitude within SaaS and network environments.

You'll play a key role in maintaining technologies, providing IT support, troubleshooting issues, and identifying technical solutions.

Location: Must be in Colombia – Remote. (Barranquilla)

Environment: Colombian and International Teams.

Language: Advanced English (B2+ - C1).

Timezone: Monday to Friday – Between 7:00 AM – 6:00 PM.

Contract: Non-fixed Term Colombian Contract.

Requirements

Education: Bachelor's degree in Information Technology or equivalent experience preferred.
Experience: 3 years of directly relevant work experience.
Skills: A+, Network+, Security+, MCTS Certifications preferred. A solid understanding of Microsoft Azure and Office 365 administration and configuration. Expert level knowledge of Microsoft Windows and Office 365. A solid understanding of the fundamentals of AD/DNS/DHCP and the role these services play in a network. Understanding of TCP/IP, common networking ports and protocols, traffic flow, system administration, OSI model, defense-in-depth and common security elements. Experience with vulnerability scanning solutions. Excellent time management and ability to multitask.
Characteristics: Great interpersonal skills and ability to work both independently and collaboratively. Ability to thrive in a fast-changing environment that introduces new systems regularly. Ability to work autonomously as a self-directed and independent worker. Ability to create an inclusive workplace where employees feel empowered to speak up, ask questions, and be seen.

Responsibilities

Troubleshooting complex technical issues.
Primary support of Helpdesk 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.
Resolve escalated computer, application, system, device, access, or performance issues.
Perform recurring tasks including server updates, systems backup, and maintenance.
Continuously documents all break/fix issues and final resolutions.
Escalates issues when required.
Configuration of computer assets.
Deployment of equipment for members of the organization.
Manage asset inventories.
Coordinate with other departments for the equipment deployment.
Amenable to travel to our onsite location at least 1-2 times a week for other activities, support the distribution and shipping of IT assets.

Additional Functions

Assist IT Operations Supervisor with the deployment of major projects.
Manage administrative functions of various SaaS platforms.
Provides first-level technical support and guidance to users on cybersecurity-related issues, incidents, and questions.
Aids in protecting the organization's data by monitoring suspicious activity, responding to security alerts, and assisting with security best practices.
Perform other duties as required.

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 the ability to lift at least to twenty (20) pounds;

IT Helpdesk Technician (Colombia)