Senior IT Helpdesk Technician

Provide advanced technical support to employees, resolving complex hardware, software, and access issues across a distributed organization. The role also helps coordinate equipment deployment, coach junior technicians, and improve support processes so requests are handled consistently and within service targets.

• Set up, configure, and deploy employee equipment in line with IT standards.
• Monitor and manage support tickets and work orders, troubleshoot issues, and work toward service-level targets.
• Assist employees by phone, chat, and remote support tools, offering guidance on business applications and devices.
• Mentor junior technicians and contribute to improvements in IT service delivery.
• Troubleshoot issues involving Windows, macOS, Microsoft 365, collaboration and communications tools, and enterprise hardware and software.

• Extensive experience diagnosing and resolving end-user technology issues.
• Practical troubleshooting knowledge of Windows and macOS environments.
• Experience supporting Microsoft 365 and tools such as Teams, Slack, Zoom, or Ring Central.
• Ability to provide clear remote support and guidance to employees.
• The available source does not specify a required number of years of experience or formal qualifications.

• Remote role based in Colombia.
• Employment is administered through an employer-of-record partner; day-to-day work is led by the hiring organization.