Tier 1 Support Colombia

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 a Technical Support Specialist. This role is designed for a member of the service desk and supports our customers with basic to intermediate technology needs including incident response and first contact resolution using our established policy and process and standard service delivery tools like our ticketing system, remote support platform, and automation.

You’ll play a key role in supporting customers with incident response, first contact resolution, and technical support using established service delivery tools.

Location: Must be in Colombia – Remote.

Environment: Colombian and International Teams.

Language: Advanced English (B2+ - C1).

Timezone: Monday to Friday – 7:00 AM to 4:00 PM – MT

Contract: Non-fixed term contract.

Requirements

• Education: A Bachelor’s degree in the related field preferred.
• Experience: Experience in a multi-client environment.
• Skills:
• Should possess and strong knowledge of Windows desktops and end-user support including Microsoft AD, Azure AD, and O365/Exchange as the technology relates to the role.
• Intermediate knowledge of Windows servers, networking fundamentals, and firewall technology is a plus.
• Fundamental knowledge and experience with VMWare infrastructure (vCenter/ESXi) and VMWare Horizon is a plus.
• Strong computer aptitude, which includes expertise with Microsoft 365 applications.
• Strong organization, oral and written communication skills.
• Analytical skills with particular attention to detail.
• Aptitude in data management, analytics, reporting preparation.
• Characteristics:
• Character of culture and customer obsession is also a plus.
• Ability to function in an autonomous environment—independent worker, self-directed.
  
  

• Communicate with customers via phone, chat, and email daily.
• Answer helpdesk calls and actively monitor the ticketing system to help with end-user computer-related problems including hardware, software, telephones, printers, peripherals, and related equipment.
• Determine the severity of problems and resolve or refer to an appropriate staff member or vendors.
• Respond to customer service requests that require excellent customer service skills and technical proficiency regarding hardware and software problems both remotely and on-site when needed.
• Use remote support tools and ticketing systems to support clients using Microsoft environments including Windows and Office 365.
• Install and support a variety of client-specific software packages.
• Perform documentation of all work in a ticketing system and expand company procedures to maintain a knowledge base.
• Escalate service issues as needed to advanced technicians.