IT Helpdesk Technician Tier 1 Philippines

Our Company

At DOXA, we are dedicated to connecting businesses with top-tier talent across various industries. Our mission is to deliver innovative solutions that drive exceptional outsourcing services, enabling companies to expand their teams and grow their operations seamlessly.

What sets DOXA apart is our commitment to fostering a vibrant and supportive team culture. Join us and be part of a culture that prioritizes your happiness and well-being, ensuring you thrive both personally and professionally.

The Role

We’re seeking an IT Helpdesk Technician. This role is designed for a proactive and technically skilled professional with strong troubleshooting abilities and a customer-focused mindset.

You’ll play a key role in maintaining IT systems, supporting end users, resolving technical issues, managing technology assets, and ensuring the smooth operation of helpdesk services across the organization.

Location: Must be in Colombia – Remote.

Environment: International Teams.

Language: Advanced English (B2+ - C1).

Timezone: Monday to Friday – Variable.

Requirements

• Education:
• Experience: Minimum of 3 years of directly relevant work experience in IT support or helpdesk operations.
• Skills:
• A+, Network+, Security+, and MCTS Certifications preferred.
• A solid understanding of Microsoft Azure and Office 365 administration and configuration.
• Expert level knowledge of Microsoft Windows and Office 365.
• A solid understanding of the fundamentals of AD/Entra/DNS/DHCP and the role these services play in a network.
• Understanding of TCP/IP, common networking ports and protocols, traffic flow, system administration, OSI model, defense-in-depth and common security elements.
• Experience with vulnerability scanning solutions.
• Characteristics:
• Great interpersonal skills, equally happy working alone on a project or interacting with internal customers to resolve their issues.
• Excellent time management: you can work autonomously, take initiative, and multitask.
• Ability to thrive in a fast-changing environment that introduces new systems on a regular basis.
• Ability to work in an autonomous environment where you can be a self-directed, independent worker.
• Ability to create an inclusive workplace where everyone feels a sense of belonging by empowering all our employees to speak up, ask questions, and been seen.
  
  

• Troubleshooting complex technical issues.
• Primary support of Helpdesk operations and responsible for ticket support and SLAs.
• Interact with the IT Department and other teams to assist in troubleshooting, identify root cause, and provide technical support.
• Resolve escalated computer, application, system, device, access, or performance issues.
• Perform recurring tasks including system and application updates, system and application backup, and maintenance.
• Continuously document all break/fix issues and final resolutions.
• Escalates issues to Tier 2 when required.
• Configuration of computer assets.
• Deployment and Retrieval of equipment for members of the organization.
• Coordinate with Logistics Team and Couriers for asset deployment & retrievals.
• Coordinate with hardware manufacturers, vendors for hardware and equipment services.
• Manage assets and equipment inventories.
• Maintaining inventory data are up to date and aligned with the equipment status.
• Coordinate with other internal departments for the equipment deployment/retrieval.
  
  

• Assist IT Operations Supervisor with the deployment of major projects.
• Manage administrative functions of various SaaS platforms.
• Provides first-level technical support and guidance to users on cybersecurity-related issues, incidents, and questions.
• Aids in protecting the organization's data by monitoring suspicious activity, responding to security alerts, and assisting with security best practices.
• Perform other duties as required.
  
  

• Must pass a background check.
• Must meet work-from-home requirements to qualify.
• Complete continuing education based upon current certifications.
• Amenable to travel to our onsite location at least 1–2 times a week for other activities, support the distribution and shipping of IT assets.
  
  

• Duties are primarily performed in an office environment and require sufficient personal mobility and physical capability to permit an employee to function in this environment.
• Requires sitting at a desk for up to 8 hours and the ability to lift at least to twenty (20) pounds.