We are currently seeking a Helpdesk Engineer Level 2 for our office located in **Medellin, Colombia**. **Location**: Medellin, Colombia **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, serving diverse industries in over 20 countries and 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. **Core Values**: Confident, Determined, Responsible ***ESSENTIAL DUTIES AND RESPONSIBILITIES**: ️ **Technical Support**: - Proficient in troubleshooting **Windows** and **MacOS** environments. - Provide Level 2 technical assistance and support for hardware and software issues. - Troubleshoot and resolve basic **network connectivity** issues. **User & Admin Management**: - Manage escalations for **distribution lists**, shared mailboxes/calendars, and user life cycle management. - Troubleshoot **Microsoft Office Suite**, **Google Suite**, and other productivity apps. **Help Desk Support**: - Maintain ticket backlog and record support activities in our Help Desk ticketing system. - Ensure timely follow-up within customer **Service Level Agreement (SLA)** targets. **Continuous Service Improvement (CSI)**: - Contribute to CSI initiatives, including enhancing **chatbot capabilities** and automation. - Improve and maintain **runbooks**. **Career Development**: - Collaborate with leadership on skill set improvement and **career development opportunities**. - Stay up to date with **knowledge base articles** and **technical documentation**. - **Multi-Tasking**: - Manage multiple tasks in a fast-paced environment with competing priorities. - Perform other duties as assigned. **️ **REQUIRED SKILLS**: **Education & Experience**: - Bachelor's degree in Information Technology or equivalent experience (preferred). - 2+ years of experience in a **Help Desk/Call Center** environment. - 4+ years of experience in a **Service/Help Desk** or Support Center environment (preferred). **Technical Proficiency**: - Experience in **ITSM** best practices, **Microsoft domain environments**, **Exchange administration**, **MacOS**, and **Windows OS**. - Knowledge of **Wi-Fi**, **VPN connectivity**, **network access**, **Google Workspace**, and desktop peripherals. - Understanding of **ITIL processes** (Break-Fix, Service Requests, Incident, Configuration Management). - Familiarity with **Apple OS**, **Active Directory**, **Microsoft Exchange**, and general IT infrastructure. **Certifications (preferred)**: - ** Microsoft Certified Endpoint Administrator (MCEA)**: - ** Microsoft 365 Certified Enterprise Administrator (M365CEA)**: - ** CompTIA A+**, **CompTIA Network+**: - ** Microsoft Certified System Administrator (MCSA)**: - ** MO365 Certification**: - Experience with **Autotask** or similar ticketing systems. **Soft Skills**: - Bilingual in **Spanish** and **English**. - Strong customer service orientation with a great attitude, motivation, and attention to detail. - Ability to thrive in a **fast-paced technology environment**. - Creative problem-solving skills and willingness to ask questions. ***BENEFITS**: **Competitive Salary**: Earn a competitive salary in US Dollars. **Continuous Training & Mentoring**: Ongoing learning and development. **International Exposure**: Be part of an international company with global reach. **Don’t hesitate**—this is your opportunity!