The Role
Provide Tier 1 IT support as the first point of contact via phone, chat, and email. Create and track tickets, troubleshoot Windows PCs, mobile devices, printers, and phones, perform password resets, maintain knowledge base articles, escalate complex incidents to higher-level teams, and assist with IT projects and training.
Summary Generated by Built In
? Location: Colombia (Bogotá, Medellín, or Barranquilla)
? Work Modality: On-site
? 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.
- Experience with Active Directory.
- Experience with Microsoft Server products.
- Proficiency with Microsoft Office (Excel and Word).
- Experience troubleshooting PCs, mobile devices, printers, and phones.
- Experience using ticketing systems and password management processes.
- Strong documentation and organizational skills; ability to create knowledge base articles.
- Excellent customer service and communication skills; ability to 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 certifications.
- Experience with Microsoft Office 365.
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The Company
What We Do
The company provides automation and process optimization, UX innovation, software designing and testing, big data, artificial intelligence, and machine learning. They are involved in the development of computer systems and IT consulting.
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