Mid-level Helpdesk Support Specialist (Remote, Night Shift)

About the role

We are looking for a dedicated Mid-level Helpdesk Support Specialist to be the first point of contact for end‑user IT assistance. The role is fully remote (Colombia) and operates on a night‑shift schedule, providing first‑level support for Windows‑based computer systems, hardware, and software.

Key responsibilities

• Serve as the initial contact for end‑users via phone, email or Teams, delivering first‑contact resolution.
• Diagnose and resolve technical issues using remote‑control tools and effective questioning.
• Install, modify and repair software and peripherals in a Windows environment.
• Handle first‑level support and ticket triage for Windows issues through Jira Service Management.
• Perform basic user administration in a hybrid Azure AD (password resets, account unlocks).
• Troubleshoot Microsoft 365 suite problems.
• Conduct basic network triage for LAN, WAN and wireless connectivity, escalating complex cases.
• Document, track and monitor all support requests in the help‑desk system.
• Contribute to and maintain the technical knowledge base in Confluence.
• Develop and deliver training sessions for end‑users.
• Identify recurring issues and collaborate on preventive solutions.
• Participate in an on‑call rotation for after‑hours support.

Required profile

• Bachelor’s degree (or equivalent).
• Mid‑level experience in IT helpdesk or technical support.

Required skills

• Windows operating system.
• Jira Service Management.
• Azure Active Directory (hybrid environment).
• Microsoft 365.
• Basic LAN/WAN/Wireless network troubleshooting.
• Confluence for knowledge‑base management.
• Remote‑control software for end‑user assistance.
• Microsoft Teams for communication.