IT Help Desk Technician II (MSP, RMM, PSA)
Location: Colombia,
Job Type: Full time
Company: K2 Staffing
Salary: $
Category: IT - Help Desk Support
Job Description Apply Now
Are you passionate about delivering exceptional technical support and eager to further your career in a dynamic IT environment? We are seeking an experienced IT Help Desk Technician II to join a growing team supporting a diverse portfolio of U.S.-based clients, primarily within the Managed Services Provider (MSP) sector. This full-time opportunity offers professionals the chance to leverage advanced knowledge of desktop and server technologies, as well as vendor-specific applications and hardware, to resolve complex technical issues and enhance client satisfaction. Working from Colombia, you'll have the opportunity to make a significant impact by providing remote support, collaborating with other IT professionals, and ensuring seamless technology operations for businesses across various industries.
As an IT Help Desk Technician II, you will play a key role in managing and resolving technical escalations, supporting the configuration and maintenance of both client and server environments, and ensuring service standards are consistently met. The role requires a strong background in Windows 10 and Windows Server 2016/2019, networking fundamentals, and familiarity with key management platforms such as Remote Monitoring & Management (RMM) and Professional Services Automation (PSA) tools. If you thrive in a fast-paced environment where your technical expertise and communication skills are highly valued, this position is ideal for you.
Working in Colombia offers a unique opportunity to collaborate remotely with teams and clients across the U.S., expanding your professional network and skillset in the global IT industry. The full-time schedule ensures continuity and stability, allowing you to focus on delivering high-quality service and growing in your career.
IT Help Desk Technician II (MSP, RMM, PSA) - Summary- Provide Level II technical support to U.S.-based MSP clients remotely from Colombia
- Apply advanced troubleshooting skills to resolve escalated issues related to desktops, servers, and networks
- Utilize RMM and PSA tools to deliver efficient and proactive IT support
- Collaborate with a diverse, growing team dedicated to exceptional client service
- Serve as the primary resource for Windows desktop support issues, ensuring timely and effective resolution
- Deliver daily technical assistance to end-users, maintaining a high standard of customer service
- Configure, maintain, and troubleshoot Windows Server 2016/2019 environments
- Monitor alerts and respond in accordance with established operational procedures to maintain system reliability
- Handle and resolve escalated service desk requests that require advanced troubleshooting and root cause analysis
- Assist with the onboarding of new employees, managing accounts, permissions, and system setups
- Support LAN/WAN environments, ensuring optimal network performance and security
- Install, configure, and maintain network devices and hardware to meet client needs
- Maintain accurate and up-to-date documentation for all service requests and technical procedures
- Work collaboratively to meet and exceed established service standards
- Competitive compensation package commensurate with experience and industry standards
- Potential for professional development and advancement within the organization
- Opportunities to work with leading MSPs and cutting-edge IT solutions
- Access to ongoing training and certification programs to further technical expertise
- Supportive team environment with a focus on growth and skill enhancement
- Previous experience working with Managed Services Providers (MSP) is essential
- Minimum of 3 years in roles such as IT Help Desk, Desktop Support, Service Desk Analyst, or similar technical support positions
- Hands-on experience using Remote Monitoring & Management (RMM) platforms (e.g., ConnectWise, Kaseya, Ninja)
- Familiarity with Professional Services Automation (PSA) tools such as Autotask
- Background in firewall and network support, with experience in SonicWall or Meraki preferred
- Strong troubleshooting skills across networks, servers, and endpoints
- Excellent written and verbal communication skills
- Proven customer service abilities in a professional IT support context
- Demonstrated reliability, a strong work ethic, and attention to detail
- Motivation for continuous learning and technical skill development
- Proactive and resourceful, with the ability to handle complex technical challenges independently
- Detail-oriented and organized, ensuring thorough documentation and follow-through on all service requests
- Adaptable to shifting priorities and able to maintain composure in high-pressure situations
- Collaborative team player with a commitment to delivering outstanding IT support
- Passionate about technology and committed to ongoing professional growth
- The full-time role provides stability and continuity for career growth in the IT industry
- Collaborate remotely with U.S.-based teams and clients, broadening professional horizons
- Gain exposure to leading MSP business practices and evolving IT technologies
- Benefit from a culture that values diversity, equity, and inclusion in all aspects of employment
If you are an experienced IT Help Desk Technician II ready for your next challenge, we encourage you to apply today by clicking the job application button and take the next step in your IT career!