We are:
Wizeline, a global AI-native technology solutions provider, develops cutting-edge, AI-powered digital products and platforms. We partner with clients to leverage data and AI, accelerating market entry and driving business transformation. As a global community of innovators, we foster a culture of growth, collaboration, and impact.
With the right people and the right ideas, there’s no limit to what we can achieve.
Are you a fit?
We are looking for a Helpdesk Tier 1 Support Analyst to provide first-level IT support and deliver an excellent user experience. This role is ideal for someone who enjoys problem-solving, working with users, and collaborating with distributed teams in a fast-paced environment. This opportunity is on-site in Bogota
Key Responsibilities:
- Provide Level 1 IT support for end users via ticketing systems and communication tools
- Troubleshoot and resolve common issues related to:
- Email and calendar
Printers and basic network connectivity
Application access requests
Device performance and login issues
- Manage user accounts in Active Directory (password resets, account unlocking)
- Use ticketing systems to document, track, and resolve incidents following SOPs
- Escalate issues to Tier 2 support when appropriate
- Ensure clear, empathetic, and professional communication with users
- Collaborate effectively with cross-functional and distributed team
Must-have skills:
Sounds awesome, right? Now, let’s make sure you’re a good fit for the role.
- English proficiency B2 or higher (spoken and written)
- Strong customer service mindset with empathy and clarity in user interactions
- Logical problem-solving skills and ability to work under pressure
- Familiarity with Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
- Basic knowledge of Active Directory concepts
- Experience or exposure to Remote Monitoring and Management (RMM) tools
- Experience with ticketing systems such as Jira, Zendesk, or Freshdesk
- Basic troubleshooting experience with Windows and/or macOS
- Ability to follow documented procedures and internal guidelines accurately
- Strong organizational skills and ability to prioritize tasks
Nice to Have:
- AI Tooling Proficiency: Leverage one or more AI tools to optimize and augment day-to-day work, including drafting, analysis, research, or process automation. Provide recommendations on effective AI use and identify opportunities to streamline workflows.
What we offer:
- A High-Impact Environment
- Commitment to Professional Development
- Flexible and Collaborative Culture
- Global Opportunities
- Vibrant Community
- Total Rewards
*Specific benefits are determined by the employment type and location.
Skills Required
- On-site in Bogota
- English proficiency B2 or higher (spoken and written)
- Strong customer service mindset with empathy and clarity
- Logical problem-solving skills and ability to work under pressure
- Familiarity with Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
- Basic knowledge of Active Directory concepts (password resets, account unlocking)
- Experience or exposure to Remote Monitoring and Management (RMM) tools
- Experience with ticketing systems such as Jira, Zendesk, or Freshdesk
- Basic troubleshooting experience with Windows and/or macOS
- Ability to follow documented procedures and internal guidelines accurately
- Strong organizational skills and ability to prioritize tasks
- AI tooling proficiency to augment work (drafting, automation, recommendations)
Wizeline Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Wizeline and has not been reviewed or approved by Wizeline.
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Healthcare Strength — Core coverage spans medical, dental, vision, life and disability insurance, with private medical commonly included in Mexico. Additional support such as EAP and wellness programs is also referenced.
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Leave & Time Off Breadth — Paid vacation, holidays, sick leave, volunteer time, and parental leave are called out, alongside flexible or remote work options. Unlimited PTO is mentioned in some contexts.
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Retirement Support — Savings and retirement elements appear across regions, including a 401(k) in the U.S. and a savings fund and profit sharing in Mexico. These components provide structured long-term financial benefits.
Wizeline Insights
What We Do
Wizeline, a global technology services provider, builds the best digital products and platforms at scale. We focus on measurable outcomes, partnering with our customers to modernize core technologies, mature data-driven capabilities, and improve user experience.
