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 1 Help Desk Support. This role is designed for mid-level professionals with 2–4 years of experience providing technical support in end-user environments.
You'll play a key role in delivering day-to-day user assistance, ensuring smooth operation of Windows and Mac devices, supporting Microsoft 365 applications, and handling user account and access-related requests.
The position focuses on resolving common technical issues, guiding users through basic setups and login processes, assisting with password resets and MFA, and maintaining proper account permissions while following standard security practices and escalating potential risks when needed.
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 PST for training. 9:00 AM – 6:00 PM PST after training.
Contract: Non-fixed Term Colombian Contract.
Requirements
- Education: Technical degree, certification, or studies in Systems, IT, Computer Support, or related fields. Equivalent hands-on training or technical coursework focused on user support, operating systems (Windows/Mac), or Microsoft 365 environments is also applicable.
- Experience: Mid-level (2–4 years) in end-user troubleshooting and Office 365 user support.
- Skills: End-user troubleshooting for Windows and Mac devices, printers, and basic network issues; Office 365 / Microsoft 365 support (Outlook, Teams, OneDrive, SharePoint, login issues, basic setup, sync problems); password resets and MFA assistance; user accounts, permissions, and group memberships (Active Directory and Azure/Entra); basic security awareness and ability to identify phishing, malicious websites, and suspicious MFA prompts.
- Characteristics: Ability to recognize security red flags and escalate appropriately.
Responsibilities
- End-User Troubleshooting
- Ability to diagnose and resolve common issues with Windows and Mac devices, printers, and basic network troubleshooting.
- Office 365 User Support
- Navigate to and log into Office 365 / Microsoft 365 portals.
- Support Outlook, Teams, OneDrive, and SharePoint (login issues, basic set up, sync problems).
- Perform password resets, MFA assistance.
- Account & Access Management
- Basic understanding of user accounts, permissions, group memberships (Active Directory and Azure/Entra).
- Security Awareness
- Basic understanding of standard security procedures.
- Ability to recognize security red flags and escalate (malicious websites, phishing email identification, suspicious MFA prompts).
