Help Desk Technician

About the role

We are looking for a skilled Help Desk Technician to join our team and provide top‑tier technical support to end‑users. The role involves handling support calls, troubleshooting a wide range of IT issues, and ensuring smooth operation of our IT environment.

Key responsibilities

• Answer support calls, create tickets, and provide timely updates.
• Troubleshoot hardware, PCs, servers, Wi‑Fi, networking equipment, printers, and fax devices.
• Coordinate with other technicians to resolve complex client issues.
• Maintain accurate documentation in the ticketing system and keep stakeholders informed.
• Perform general software installation, DMS setup, and web‑filtering configuration.
• Provide excellent customer service and recommend day‑to‑day fixes.

Required profile

• Located in Colombia with excellent written and verbal English.
• Minimum 3 years of IT Help Desk or Systems Administration experience.
• Strong knowledge of Microsoft 365, Windows OS, Active Directory, DNS, DHCP, and file servers.
• Experience with Cisco networking, VPN, wireless, remote monitoring and management tools.
• Familiarity with dealer management systems (CDK, DealerTrack, Reynolds & Reynolds) is a plus.
• Relevant degree or certifications (Microsoft, Cisco) preferred.

Required skills

• Microsoft 365
• Windows Operating Systems
• Desktop troubleshooting
• Active Directory
• DNS
• DHCP
• File servers
• Software installation
• DMS setup
• Printers and print servers
• Fax systems
• VPN
• Cisco networking
• Wireless networking
• Remote monitoring and management software
• Web filtering
• Dealer Management Systems (CDK, DealerTrack, Reynolds & Reynolds)