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: 46+ 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
