We are hiring Level 2 Help Desk Engineers in Medellin, Colombia.

at  Roca Alliances SA

Roca Alliances is a specialized recruitment firm in the tech sector, connecting top talent with leading global companies. We provide tailored hiring solutions, ensuring the perfect match for each role. Our deep understanding of industry trends allows us to conduct targeted, efficient recruitment. Committed to excellence, we build long-lasting partnerships that drive business success. At Roca Alliances, we help businesses thrive by delivering the right professionals to meet their needs.
This time, we are partnering with a global leader in IT infrastructure and security management solutions for Managed Service Providers (MSPs) and internal IT teams, powered by AI. The company has experienced strong double-digit growth over the years, and it serves a diverse range of industries in over 20 countries, managing more than 15 million endpoints globally.
We believe in being clear about who we are and what we expect. Our success comes from being CONFIDENT, DETERMINED, and RESPONSIBLE. The people who thrive here are those who go the extra mile for our customers and for their own career growth and financial future.

REQUIRED SKILLS:

• Bachelor’s degree in Information Technology preferred or equivalent experience. May be substituted by 2 or more years of experience in a Help Desk/Call Center environment.
• Proven experience as a Help Desk technician or other similar customer technology support role within a domain environment.
• Familiar with IT Service Management (ITSM) best practices, Microsoft domain environments, Exchange administration, MAC OS, Windows OS, and Microsoft Office, Wi-Fi and VPN connectivity, network and internet access connectivity, Google Workspace administration, and desktop peripherals management.
• 4+ years of experience in a Service/Help Desk or Support Center environment preferred.
• Strong understanding of Break-Fix, Service Requests, Incident, configuration management and processes within ITIL.
• Creative problem-solving skills with a willingness to speak up and ask questions.
• Knowledge of Apple operating systems, proficiency in Active Directory, Microsoft Exchange working knowledge of general IT infrastructure, Networking, and VPN basics.
• Driven by learning new things and the ability to thrive in an environment filled with technology. opportunity.
• Excellent written and spoken communication in both Spanish and English.
• You have a great customer-oriented attitude and are motivated, coachable, and competitive, and want a successful career in the IT space.
• Must pay attention to detail.
• A combination of the following is highly preferred: Microsoft Certified Endpoint Administrator (MCEA), Microsoft 365 Certified Enterprise Administrator (M365CEA), CompTIA / CompTIA A+, CompTIA Network+. Certification Microsoft Certified System Administrator (MSCA), MO365 Certification, Autotask experience is a plus or other ticketing systems.

• Proficient Level in troubleshooting Windows based environments.
• Proficient Level in troubleshooting MacOS environment.
• Provide Level 2 technical assistance and support remotely and resolve Incidents related to computer hardware and software for end-users.
• Troubleshooting and resolving basic network connectivity troubleshooting.
• Manage escalations for distribution lists, shared mailboxes/calendars, user life cycle management, common software and application issues, and user/admin permissions.
• Answer incoming support inquiries via various channels (chat, phone, email, etc.)
• Continuously maintain ticket backlog, recording support activities in our Help Desk ticketing system and follow up within customer Service Level Agreement targets.
• Troubleshoot and resolve Microsoft Office Suite, Google Suite and common productivity applications.
• Contribute to our CSI (continued service improvement) & End User experience, help to build out helpdesk support automation initiatives inclusive of enhancing our chatbot capabilities and contributing to End User support.
• Improve, evolve, maintain, and follow documented runbooks.
• Work with leadership to improve skill sets and career development opportunities.
• Keep up to date with knowledge base articles and other technical-related documentation.
• Manage multiple tasks in a fast-paced environment with competing priorities.
• Perform all other duties as assigned.