Position Summary: We are looking for an In-Person L2 / L3 Helpdesk Tech with strong technical skills, leadership capabilities, and a commitment to service excellence. This role is responsible for handling daily support requests from customers. We strive at ensuring timely, effective, and high-quality support for all user requests. Beyond the core responsibilities, we are seeking someone who brings a growth mindset and creative thinking professional who is eager to contribute fresh ideas and continuously improve processes, tools, and the overall support experience. Candidates who apply for this position must be able to work In-Person at our offices in Cali. Key Responsibilities: - Handle assigned tasks and meet customer’s SLA. - Serve as an escalation point for complex or unresolved issues. - Maintain documentation, support procedures, and knowledge base. - Coordinate with other departments to ensure comprehensive support. - Analyze help desk performance metrics and generate regular reports. What We’re Looking for Beyond the Basics: - A proactive and creative thinker who brings new ideas to the table. - Genuine interest in professional development and team growth. - Ability to identify and implement improvements in tools, workflows, and customer experience. - A mindset centered on innovation and continuous improvement. Requirements: - English B2 or better is a must - Familiarity with ticketing systems and monitoring tools. - Certifications such as ITIL, CompTIA, or equivalent (a plus) - Minimum of one to two years of experience in a related job role - Strong working knowledge of IT related safety and security frameworks - Strong working knowledge of IT security related best practices - Strong analytical and problem-solving skills - Practical knowledge of networking technologies, including LAN, WAN, and routing protocols - Practical knowledge of server technologies, including Windows Server, Server Roles, Security, Authentication Services, Certificate Authorities - Experience installing, configuring and maintaining Windows Server operating systems and roles such as Active Directory Domain Services, File and Print Services, DHCP, DNS, and RADIUS Services. - Experience installing, configuring and maintaining Microsoft 365, Azure AD, and related technologies - Experience working on multi-phased projects - Certification with vendors such as Microsoft, Citrix, or VMW are a plus - Ability to troubleshoot multiple desktop operating systems and applications Job Type: Full-time Ability to commute/relocate: - Cali, Valle del Cauca: Reliably commute or planning to relocate before starting work (Required) Experience: - Helpdesk: 2 years (Required) Language: - English (Required)