The Role
Provides Tier 1 IT support through phone, chat, and email; manages tickets, resolves basic technical issues, performs password resets, troubleshoots Windows computers and peripheral devices, documents solutions, guides users through knowledge resources, and escalates complex incidents to higher-level teams.
Summary Generated by Built In
Work Modality: On-site
Schedule: Monday to Friday, 9:00 AM – 6:00 PM CST (or 8:30 AM – 5:30 PM CST)
Schedule: Monday to Friday, 9:00 AM – 6:00 PM CST (or 8:30 AM – 5:30 PM CST)
About the Role
We are looking for an IT Associate to serve as the first point of contact for IT support operations. This role is responsible for providing Tier 1 technical support, managing support tickets, resolving basic technical issues, and escalating complex cases to higher-level IT teams while delivering an excellent customer experience.
Responsibilities
Provide technical support via phone, chat, and email.
Create, document, and track support tickets.
Resolve Tier 1 support issues and escalate complex incidents when necessary.
Perform password resets and basic user account support.
Troubleshoot Windows computers, mobile devices, printers, and phones.
Answer general technology-related questions.
Guide users through self-service documentation and knowledge base resources.
Create and maintain technical documentation and knowledge base articles.
Participate in training sessions and assist Tier 2 and Tier 3 teams with IT projects.
Requisitos
- Excellent written and verbal English communication skills.
- Entry-level experience in IT Support, Help Desk, or Tier 1 Support.
- Experience providing customer support via phone, email, or ticketing systems.
- Strong knowledge of:
- Windows Desktop environments.
- Active Directory.
- Microsoft Server products.
- Microsoft Office (Excel and Word).
- Windows Desktop environments.
- Experience troubleshooting:
- PCs.
- Mobile devices.
- Printers.
- Phones.
- PCs.
- Strong documentation and organizational skills.
- Excellent customer service and communication skills.
- Ability to troubleshoot and triage technical issues.
- Willingness to learn new technologies and continue professional development.
- Availability to work on-site in Bogotá, Medellín, or Barranquilla.
- Associate's Degree in a technical field.
- CompTIA A+ or other technical certifications.
- Experience with Microsoft Office 365.
- Windows Desktop
- Active Directory
- Microsoft Server
- Microsoft Office (Excel & Word)
- Microsoft 365 / Office 365
- Tier 1 IT Support
- Ticketing Systems
- Password Management
- PC Troubleshooting
- Mobile Device Support
- Printer Support
- Phone System Support
- Knowledge Base Documentation
Skills Required
- Excellent written and verbal English communication skills
- Entry-level experience in IT Support, Help Desk, or Tier 1 Support
- Experience providing customer support via phone, email, or ticketing systems
- Knowledge of Windows Desktop environments
- Knowledge of Active Directory
- Knowledge of Microsoft Server products
- Knowledge of Microsoft Office, including Excel and Word
- Experience troubleshooting PCs, mobile devices, printers, and phones
- Strong documentation and organizational skills
- Ability to troubleshoot and triage technical issues
- Availability to work on-site in Bogota, Medellin, or Barranquilla
- Associate's Degree in a technical field
- CompTIA A+ or other technical certification
- Experience with Microsoft Office 365
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The Company
What We Do
Softgic helps organizations pursue digital and cognitive transformation through innovative, customized technology solutions. Its services include software development, automation, cloud computing, cybersecurity, UX design, and related IT consulting. The company’s mission is to make life easier with technology and help clients transform digitally and cognitively, optimizing processes, reducing costs, and accelerating results for businesses across Latin America and the United States.
