Tier 2 IT Support Technician Location: Remote Colombia Experience Required:5-10 Years Estimated Salary Range: $2,000 - $3,000 USD/month Primary Role Provide advanced technical support to clients, handling escalated issues from Tier 1 support and ensuring timely resolution of more complex technical problems related to Microsoft 365, system performance, hardware, connectivity, and third-party software applications. Key Responsibilities - Handle escalated service requests involving deeper system diagnostics or multi-layered issues - Troubleshoot complex problems involving servers, networking, cloud integrations, and advanced configurations - Act as a subject matter expert for Tier 1 staff and assist in training and mentoring - Create and update internal documentation, SOPs, and knowledge base articles - Communicate technical solutions clearly and professionally to end users and internal teams - Participate in system maintenance tasks such as patching, updates, monitoring, and backups - Work collaboratively with Tier 3 engineers on persistent or critical system issues Required Skills and Qualifications - Exceptional spoken and written English - Proficient in Microsoft 365 administration, Windows OS, and networking fundamentals - Strong diagnostic and problem-solving abilities with both hardware and software - Familiarity with VoIP systems, SharePoint, OneDrive, and remote desktop tools - Experience with Active Directory, DNS/DHCP, and network troubleshooting tools - 5 - 10years of experience in IT support or help desk environments - Relevant certifications (e.g., CompTIA Network+, Microsoft 365 Admin, or similar) strongly preferred #J-18808-Ljbffr