Senior IT Helpdesk Technician

Role overview 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.

Responsibilities - 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.

Requirements - 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 RingCentral. - 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.

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