Senior Tier 3 Help Desk Technician (Remote – Colombia)

About the role

We are looking for a Senior Tier 3 Help Desk Technician to act as the final escalation point for complex technical issues across multiple client environments. This remote position serves Colombian and international teams, providing advanced support for Windows, macOS, Linux, Microsoft 365, and identity services.

Key responsibilities

• Serve as the final escalation point for complex help‑desk tickets involving users, workstations, applications, access, and connectivity.
• Provide advanced technical support for Windows, macOS, and Linux (Ubuntu, CentOS) operating systems.
• Administer and troubleshoot Microsoft 365 services, including Outlook, Teams, Exchange Online, SharePoint, OneDrive, licensing, MFA, and mailbox management.
• Manage Active Directory and Microsoft Entra ID, handling user accounts, permissions, hybrid identity, SSO, password resets, and account security.
• Troubleshoot network connectivity issues (TCP/IP, DNS, DHCP, VPN, Wi‑Fi, routers, switches, firewalls).
• Document, track, and own support tickets through resolution across multiple client environments.

Required profile

• Bachelor’s degree in IT, Computer Science, Systems Engineering or a related field (preferred).
• Minimum 5 years of experience in IT Help Desk, Technical Support, or Systems Administration with senior‑level escalation handling.
• Experience working for an MSP or supporting multiple client environments is highly preferred.
• Advanced English proficiency (B2+ to C1).

Required skills

• Windows, macOS, Linux (Ubuntu, CentOS) operating systems.
• Microsoft 365 administration (Outlook, Teams, OneDrive, SharePoint, Exchange Online, licensing, MFA).
• Active Directory and Microsoft Entra ID management.
• Identity and access management (SSO, MFA, password resets, account lockouts, user/group management, permissions).
• Networking fundamentals: TCP/IP, DNS, DHCP, VPN, Wi‑Fi, firewalls, routers, switches.
• Security awareness: phishing, malware indicators, compromised accounts.

What we offer

• Remote work from Colombia with a schedule aligned to PST/Colombian time.
• Competitive salary of 9,000,000 COP based on experience.
• Supportive team culture focused on employee happiness and well‑being.