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.

Key Responsibilities

Technical Support

• Provide expert-level technical support to end-users, addressing complex hardware and software issues.
• Diagnose and resolve technical problems related to desktops, laptops, printers, mobile devices, and other peripherals.
• Manage and troubleshoot network connectivity issues, including LAN, WAN, and VPN connections.
• Support and maintain enterprise applications such as email, office productivity software, and collaboration tools.
• Assist with the deployment, configuration, and maintenance of IT equipment and software.

Incident Management

• Monitor and respond to help desk tickets in a timely and efficient manner.
• Ensure that all incidents and service requests are properly documented, categorized, and tracked using the help desk ticketing system.
• Escalate unresolved issues to appropriate IT teams or vendors as needed.
• Follow up with end-users to ensure that issues have been resolved satisfactorily.

System Maintenance and Administration

• Perform regular maintenance and updates on IT systems and infrastructure.
• Assist with the development and implementation of IT policies and procedures.
• Participate in the planning and execution of IT projects, ensuring minimal disruption to end-users.
• Conduct system audits and generate reports on system performance and security.

Customer Service

• Deliver high-quality customer service to all end-users, ensuring a positive experience with the IT help desk.
• Communicate effectively with users to understand their technical issues and provide clear and concise solutions.
• Maintain a professional and courteous demeanor, even in high-pressure situations.

Qualifications

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 mac OS 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.

Preferred Certifications

• Comp TIA A+
• Comp TIA Network+
• Microsoft Certified: Modern Desktop Administrator Associate
• Cisco Certified Network Associate (CCNA)
• ITIL Foundation

Benefits:

• Get to work for Real Competitive salary in US Dollars
• Continuous Training and mentoring
• Get to work for an International Company

Don’t hesitate, this is your opportunity. Do you meet the requirements? We will be more than glad to have an initial conversation with you. Just apply by fulfilling the application form, so we can promptly schedule an interview.