DOXA Talent is redefining offshoring with a commitment to ethical practices and exceptional employee experiences. We help small and medium-sized business owners save up to 70% in payroll costs while providing their offshore and nearshore teams with a fully remote work environment. Our employees, whom we call VIPs, receive comprehensive benefits, including healthcare, vacation, and retirement plans, ensuring their well-being and professional growth. At DOXA Talent, we believe ethical outsourcing is essential. Our Conscious Offshoring model prioritizes our team’s needs and development. Here’s how we stand out: - Conscious Employer: We directly employ our team members, ensuring they receive full benefits and a flexible work-from-home framework. - Economic Alignment: Our model has no hidden costs, with a Build-Operate-Transfer (BOT) basis and a flexible 30-day termination policy. - Sustainable Practices: We operate without physical offices, promoting a fully digital work environment and environmental sustainability. - Bespoke Solutions: We deliver custom-fit solutions to ensure the right talent is placed in the right role, aligned with culture and fit. - Client Training: As remote work experts, we guide clients through the transition to remote operations. - Data & Security: We take the security of your data very seriously. We are proud to announce that DOXA Talent has been awarded the prestigious “Great Place to Work” certification. This award is based entirely on what our employees say about their experiences working here. This year, an impressive 96% of our employees affirmed that DOXA Talent is a great place to work, compared to just 57% at the average U.S. company. At DOXA, we’re not just about outsourcing; we’re about conscious offshoring that benefits businesses, employees, and the planet. Join us in creating a sustainable, ethical, and efficient future for work.

Job description

THE ROLE

As a Level 1 Technician, you are the “tip of the spear” when dealing with our client’s user base. With most tickets being resolved by Level 1 Technicians, you will have more direct exposure to their user base than any other role at the company, and therefore must always maintain a polite and professional demeanor. As a Level 1 technician it is expected that you assist Junior Technicians with documenting issues correctly and moving the ticket along to resolution.

Hours: Monday - Friday, 9:00am - 6:00pm EST

Position Type: Full-Time

Work Arrangement: Remote - Only apply if you are located in Colombia 🇨🇴

Essential Functions

 Address tickets and answer questions from customers

 Handle password resets and MFA enrolment

 Deploy workstations based on pre-built checklists

 Assist junior technicians in documenting issues correctly and in moving the tickets to resolution

 Mentor junior technicians on best practices

 De-escalate tense situations when the need arises and transfer calls to the Service Delivery Manager if a customer is hostile

 Contribute to the improvement of deployment and documented processes

Qualifications

 A Bachelor’s degree in the related field is preferred

 Minimum of two years in IT as a Service Desk/Help Desk Support, and basic industry standard certifications

 CompTIA A+ and Network+ certifications are required

 Strong computer aptitude, which includes expertise with Microsoft 365 applications

 Able to explain basic concepts to end users in a polite and professional manner

 Experience in a multi-client environment

 Strong organization, oral and written communication skills

 Analytical skills with particular attention to detail

 Aptitude in data management, analytics, reporting preparation

 Ability to function in an autonomous environment—independent worker, self-directed

Required profile