The SuperStaff Technical Support Specialist is a vital member of the IT department, responsible for assisting users with their technical inquiries, requests, and issues, while providing exceptional customer service. As a Technical Support Specialist, you will handle all aspects of the issue lifecycle, serving as the primary point of contact for incoming requests, working directly with users, triaging and prioritizing issues, and managing a project queue and backlog.

**Duties and Responsibilities**:

- Respond promptly to user inquiries, ensuring high levels of customer satisfaction
- Diagnose and troubleshoot hardware and software issues, identify root causes, and implement effective solutions
- Accurately document all interactions, issues, and resolutions in the ticketing system
- Collaborate with IT team members to escalate and resolve complex issues
- Stay up to date with industry trends, technologies, and software updates
- Contribute to knowledge base articles, FAQs, and support documentation to improve self-service capabilities
- Identify process improvement opportunities and recommend enhancements
- Follow department policies, procedures, and SLA standards
- Participate in special projects and perform additional duties as required

**Requirements**:
**Qualifications**:

- Bachelor's degree in Computer Science, Information Technology, or a related field.
- At least 1 year of experience in a Technical Support role is preferred; however, fresh graduates are welcome to apply.
- Certifications such as CompTIA A+, Network+, or MCP are a plus but not required.




- Willingness to work onsite with a shifting schedule as needed.
- **Location**: Medellín, Colombia (must be based in or near the area)

**Skills Needed**:
**Technical Skills**:

- Strong technical knowledge in installation, setup, maintenance, and troubleshooting, including but not limited to:

- Hardware: desktops, laptops, printers, mobile phones, and tablets
- Operating systems: Microsoft Windows and macOS
- Peripherals: printers, scanners, displays, and interface devices
- Components: cabling, memory, storage, and add-ons
- User and domain account management
- Network connectivity and wireless access troubleshooting
- Patch updates, virus removal, and malware remediation
- Experience with support tools such as ticketing systems, CRM software, remote assistance tools, and knowledge base platforms
- Familiarity with programming, scripting, and database management is a plus
- Strong customer-focused mindset with a passion for delivering excellent service

**Soft Skills**:

- (required) Self-motivated, proactive team player able to work under pressure, with a strong passion for IT and curiosity for problem-solving
- (required) Strong written and spoken English skills; ability to communicate effectively with clients and colleagues at all organizational levels
- (required) Ability to assume positive intent in all interactions

**Benefits**:

- **Indefinite-Term Contract with Full Colombian Benefits**:

- **Work Setup**: Hybrid
- **Salary**: COP $5,449,600

Lugar de trabajo: Híbrido en Medellín, Antioquia

📌 IT Technical Support Specialist (Medellín)
🏢 Superstaff
📍 Medellín