Senior IT Helpdesk Technician

This is a fully remote position, open to applicants in Colombia.

📋 Description

• Lead the analysis, troubleshooting, and resolution of intricate end-user and technology-related issues.

• Deliver advanced technical support through various channels including telephone, chat, email, in-person assistance, and remote tools.

• Supervise the setup, configuration, deployment, and adherence to IT standards for equipment.

• Monitor and manage work orders and tickets while ensuring compliance with SLAs.

• Maintain helpdesk systems, including ticket updates, status tracking, and the collection of support data.

• Direct the re-imaging of laptops and desktops for redeployment purposes.

• Install and configure Windows, MacOS, and enterprise software applications.

• Mentor junior technicians to foster their growth and skills.

• Develop and sustain an IT knowledge base, alongside technical documentation, procedures, and training materials.

• Troubleshoot issues related to operating systems, software, peripheral devices, and network connectivity.

• Manage the creation of user accounts, access permissions, and secure decommissioning of accounts.

• Design and implement scripting and automation solutions.

• Enforce security standards and manage endpoint patching, ensuring compliance with SOX and PCI regulations.

• Collaborate with cross-functional teams to address complex IT challenges and drive strategic initiatives.

• Lead system upgrades, process enhancements, and technology deployments.

• Stay abreast of emerging technologies and suggest innovative IT support solutions.

• Execute other assigned IT-related tasks and projects.

⛳️ Requirements

• Bachelor’s degree in an IT-related discipline or 6+ years of extensive experience in corporate IT support roles.

• A minimum of 6 years of relevant corporate IT support experience, preferably in a fast-paced, dynamic SaaS environment.

• Comprehensive knowledge of SOX, PCI, and additional regulatory compliance frameworks.

• Advanced understanding of IP addressing, DHCP, DNS, and routing protocols.

• Proficiency in scripting and automation using PowerShell, Bash, or Python.

• Relevant IT certifications such as CompTIA A+, Network+, ITIL, or Microsoft Certified Professional are highly recommended.

• Experience in leading IT helpdesk teams or mentoring junior technicians is essential.

• Familiarity with ITIL frameworks and best practices in IT service management.

• Advanced knowledge of IT management platforms such as Fresh Service, NinjaOne, or Okta.

• Proven ability to manage large-scale IT deployments or system migrations effectively.

• Expert-level knowledge of Microsoft Windows and MacOS operating systems.

• Exceptional organizational and prioritization abilities.

• Strong leadership and interpersonal skills are required.

• Outstanding verbal and written communication skills in English.

• Capacity to manage multiple concurrent projects and adapt to changing priorities.

• A quiet workspace is necessary.

• Internet connection with a minimum of 30 Mbps download and 10 Mbps upload speed is required.

🏝️ Benefits

• Complete remote work arrangement.

• Employer of Record administration provided through RemoFirst.

• Virtual interview process.

• Requirement for a quiet workspace and expected internet connectivity support.