Technical Support Specialist

Our CompanyAt 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.
Our commitment to fostering a vibrant and supportive team culture sets Doxa apart. Join us and be part of a culture that prioritizes your happiness and well-being, ensuring you personally and professionally thrive

Location: Remote – ColombiaWork Environment: Colombian and international teamsWork Hours: (Full-Time) – Monday to friday 5:00 AM – 2:00 PM. PST // 7:00AM-4:00P.M - 8:00AM-5:00P.M COL timeContract Type: Long-term with full benefits in accordance with Colombian labor lawSalary: $4.000.000COPLanguages Required: Advanced English and Spanish (Bilingual)Expertise Level: 2 – 5 years of experience.
⚠️ Important – English Requirement⚠️Candidates without advanced English proficiency (C1) will not be considered for this position
Role: Tier 1 Support
THE ROLE:We’re seeking a Technical Support Specialist. This role is designed for professionals who support customers with basic to intermediate technology needs, including incident response and first contact resolution using established policies, processes, and service delivery tools.You’ll play a key role in providing technical support, resolving end-user issues, documenting service requests, and escalating complex issues when needed.
REQUIREMENTS:A Bachelor’s degree in the related field preferredShould 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 roleIntermediate knowledge of Windows servers, networking fundamentals, and firewall technology is a plusFundamental knowledge and experience with VMWare infrastructure (vCenter/ESXi) and VMWare Horizon is a plusCharacter of culture and customer obsession is also a plusExperience in a multi-client environmentStrong computer aptitude, which includes expertise with Microsoft 365 applicationsStrong organization, oral and written communication skillsAnalytical skills with particular attention to detailAptitude in data management, analytics, reporting preparationAbility to function in an autonomous environment—independent worker, self-directed
Education: Bachelor’s degree in a related field preferred.Expertise Level: 2 – 5 years of experience.Experience: Experience in a multi-client environment.
Skills:Strong knowledge of Windows desktops and end-user support.Knowledge of Microsoft AD, Azure AD, and O365/Exchange.Strong computer aptitude, including expertise with Microsoft 365 applications.Strong organizational, oral, and written communication skills.Analytical skills with particular attention to detail.Aptitude in data management, analytics, and reporting preparation.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.
Characteristics:Customer service oriented.Independent worker and self-directed.Customer-focused mindset.Ability to function in an autonomous environment.
RESPONSIBILITIES:Communicate with customers via phone, chat, and email dailyAnswer helpdesk calls and actively monitor the ticketing system to help with end-user computer-related problems including hardware, software, telephones, printers, peripherals, and related equipmentDetermine the severity of problems and resolve or refer to an appropriate staff member or vendorsRespond to customer service requests that require excellent customer service skills and technical proficiency regarding hardware and software problems both remotely and on-site when neededUse remote support tools and ticketing systems to support clients using Microsoft environments including Windows and Office 365Install and support a variety of client-specific software packagesPerform documentation of all work in a ticketing system and expand company procedures to maintain a knowledge baseEscalate service issues as needed to advanced technicians