Senior IT Helpdesk Technician

🔥 26 minutes ago

🇨🇴 Colombia – Remote

💵 COP3.8M - COP5M / month

⏰ Full Time

🟠 Senior

💻 IT Support

👻 Ghost score 20%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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PORCH 💚

WebsiteLinkedInAll Job Openings

1 - 10 employees

Founded 2022

💼 Consulting

🏥 Healthcare

🏨 Hospitality

Consulting • Healthcare • Hospitality

PORCH 💚 is a next-generation insurance company that provides comprehensive software and services to various home service industries. It streamlines interactions for home professionals, utility customers, realtors, and homeowners by offering tools for inspections, moving, mortgage processes, and home maintenance. Through its partnerships, Porch enhances the home buying experience by simplifying service requests, onboarding new customers for warranty and insurance companies, and assisting with home improvement projects.

📋 Description

• Lead analysis, troubleshooting, and resolution of complex end-user and technology issues • Provide advanced technical support via telephone, chat, email, in-person support, and remote tools • Oversee equipment setup, configuration, deployment, and compliance with IT standards • Monitor and manage work orders and tickets while meeting SLAs • Maintain helpdesk systems, ticket updates, status tracking, and support data collection • Lead laptop and desktop re-imaging for redeployments • Install and configure Windows, MacOS, and enterprise software applications • Mentor junior technicians • Develop and maintain an IT knowledge base, technical documentation, procedures, and training materials • Troubleshoot operating systems, software, peripheral devices, and network connectivity • Manage user account creation, access permissions, and secure account decommissioning • Design and implement scripting and automation solutions • Enforce security standards and endpoint patch management, ensuring SOX and PCI compliance • Collaborate with cross-functional teams on complex IT issues and strategic initiatives • Lead system upgrades, process improvements, and technology deployments • Stay current with emerging technologies and recommend innovative IT support solutions • Perform other assigned IT-related duties and projects

🎯 Requirements

• Bachelor’s degree in an IT-related field or 6+ years of progressive experience in corporate IT support roles • 6+ years of relevant corporate IT support experience, ideally in a high-growth, dynamic SaaS environment • In-depth knowledge of SOX, PCI, and other regulatory compliance frameworks • Advanced understanding of IP addressing, DHCP, DNS, and routing • Proficiency in PowerShell, Bash, or Python scripting and automation • Relevant IT certifications such as CompTIA A+, Network+, ITIL, or Microsoft Certified Professional are highly desirable • Experience leading IT helpdesk teams or mentoring junior technicians • Familiarity with ITIL frameworks and IT service management best practices • Advanced knowledge of Fresh Service, NinjaOne, Okta, or other IT management platforms • Proven ability to manage large-scale IT deployments or system migrations • Expert-level knowledge of Microsoft Windows and MacOS • Superior organizational and prioritization skills • Strong leadership and interpersonal skills • Exceptional verbal and written communication skills in English • Ability to manage multiple concurrent projects and changing priorities • Quiet workspace • Internet connection of at least 30 Mbps download and 10 Mbps upload

🏖️ Benefits

• Full remote work arrangement • Employer of Record administration through RemoFirst • Virtual interviews • Quiet workspace requirement and internet connectivity support expectation

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