We are hiring Sr. Help Desk Technicians in Medellin Colombia office

at  Roca Alliances SA

We are currently seeking for a Sr. Help Desk Technician in Medellin Office
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.
As a Senior Help Desk Engineer, you will be responsible for providing advanced technical support, mentoring junior team members, and ensuring the smooth operation of our IT systems and services.

EDUCATION AND EXPERIENCE

• Bachelor’s degree in Information Technology, Computer Science, or a related field; or equivalent work experience.
• At least 5 years of experience in a help desk or technical support role, with at least 2 years in a senior or leadership position.
• Strong knowledge of Windows and macOS operating systems, as well as common enterprise applications and tools.

TECHNICAL SKILLS

• Proficiency in troubleshooting hardware, software, and network issues.
• Experience with IT service management (ITSM) tools and ticketing systems.
• Knowledge of Active Directory, Group Policy, and other user and system management tools.
• Understanding of security best practices and experience implementing security measures.
• Strong analytical and problem-solving skills.

SOFT SKILLS

• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Strong organizational and time-management skills.
• Customer-focused mindset with a commitment to delivering high-quality support.
• Ability to handle multiple tasks and prioritize effectively in a fast-paced environment.