IT Helpdesk Technician (Tier 2) – Technical Support Specialist

About the role

We are looking for an IT Helpdesk Technician (Tier 2) to join Doxa’s growing technology team in Barranquilla. The role combines on‑site asset distribution with remote troubleshooting across SaaS and network environments, supporting both Colombian and international users.

Key responsibilities

• Provide Tier 2 help‑desk support, manage tickets and ensure SLA compliance.
• Troubleshoot complex issues on computers, applications, operating systems, and network connectivity.
• Perform routine server updates, system backups and document break/fix resolutions.
• Assist with first‑level cybersecurity incident response and monitor suspicious activity.
• Configure, deploy and manage IT assets and equipment, traveling onsite 1–2 times per week.
• Collaborate with cross‑functional teams to identify root causes and implement solutions.

Required profile

• Minimum 3 years of experience in Helpdesk or Tier 2 support.
• Advanced bilingual proficiency in English (C1) and Spanish.
• Strong communication skills and ability to work in rotating U.S. time‑zone schedules.
• Willingness to participate in on‑call and holiday coverage as needed.

Required skills

• Microsoft Windows operating system.
• Office 365 and Azure cloud services.
• Fundamental networking concepts.
• Server update and system backup procedures.
• Basic cybersecurity incident handling.
• IT asset configuration and deployment.

What we offer

• Competitive salary of 4,602,000 COP per month.
• Long‑term permanent contract.
• Hybrid work model with occasional onsite visits.
• Opportunity to work with Colombian and international teams.