1950 - Bogotá - IT Support Specialist – Tier 1 (Help Desk)

? Location: Bogotá, Colombia
? Work Model: Hybrid – On-site Tuesday to Thursday | Remote Monday and Friday
? Open Positions: 2
? Experience: 6 months to 1 year in IT Support

We are looking for a Tier 1 IT Support Specialist to provide frontline technical assistance, troubleshoot IT issues, manage user access, and ensure an excellent employee support experience. Strong communication, problem-solving, and customer service skills are essential.

Requisitos

• 6 months to 1 year of experience in Tier 1 IT Support, Help Desk, or Technical Support.
  

• Basic troubleshooting knowledge of Windows 11, Microsoft 365, Active Directory, and SaaS applications.
  

• Familiarity with user account management, VPN connectivity, mobile devices, and endpoint support.
  

• Basic understanding of MFA, cloud-based applications, and IT security practices.
  

• Experience with ticketing systems such as Zendesk is a plus.
  

• Strong customer service orientation, communication skills, patience, and empathy.
  

• Excellent critical thinking, problem-solving abilities, and willingness to help users.
  

• Availability to work in a hybrid model in Bogotá (3 days on-site, 2 days remote).
  

Key Responsibilities

• Provide Tier 1 technical support, troubleshoot issues, and escalate complex incidents to specialized teams.
  

• Manage password resets, MFA enrollment, identity verification, Active Directory accounts, group memberships, and permissions.
  

• Troubleshoot Windows 11 devices, hardware, software, login issues, and system performance.
  

• Support Microsoft 365, Teams, Zoom, Adobe Acrobat, Microsoft Edge, Island Browser, RingCentral, SnagIt, and other SaaS applications.
  

• Assist with business applications such as Salesforce, Applied Epic, WEX, and other enterprise platforms.
  

• Troubleshoot Cloudflare VPN connectivity, OneDrive data transfers, and new device configurations.
  

• Support Citrix environments, user profile recovery, backups, and basic disaster recovery procedures.
  

• Configure printers, Zoom Rooms, mobile devices, and remote work equipment.
  

• Assist with Microsoft Intune enrollment and BitLocker account recovery.
  

• Document all support requests and resolutions in Zendesk, ensuring proper follow-up and escalation.
  

• Deliver professional, empathetic, and customer-focused technical assistance.