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Job Title: Tier 1 Helpdesk Technician

Location: Lorena neighborhood (by Viva Laureles), Office-based

Positions Available: 3

Shifts Available: From 7:00AM to 4:00PM (Monday-Friday), From 2:00PM to 11:00 PM (Monday - Friday), From 11:00PM to 7:00AM (Monday-Friday)

Base Salary Range: $3,500,000 - $4,500,000 COP per month, based on experience and English proficiency

In this role, you’ll handle issue intake, triage, routing, and prioritization to ensure that issues are addressed quickly, according to severity and business impact. You will execute documented runbooks, maintain ticket quality, and coordinate smooth, complete handoffs to engineering when deeper technical investigation is required. You will play a critical role in managing all customer-facing communication, driving momentum, and creating clarity for both internal teams and customers.

Key Responsibilities:
- Customer Intake & Acknowledgment: Provide immediate, human acknowledgment for all inbound customer requests and ensure they are appropriately ticketed. Collect required intake details (impact, environment,



reproduction steps, attachments) and set clear expectations for next steps and update cadence.
- Triage & Severity Validation: Map issues to the correct runbook and validate severity based on customer impact. Perform Tier 1 level troubleshooting steps as defined in runbooks to determine whether issues can be resolved at Tier 1or must be escalated.
- Escalation & Coordination: Escalate issues promptly when required, including complete context documentation (evidence, impact, timeline, steps taken). Coordinate with Tier 2 Support, Product, and Engineering teams to ensure smooth handoffs and maintain momentum.
- Customer Communications: Deliver proactive, predictable updates to customers based on SLA and promised cadences. Translate technical updates from engineering into clear, concise customer language. Handle outward communication of internally reported issues, system maintenance, and large outage

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📌 Tier 1 Helpdesk Technician (Medellín)
🏢 TechPulse Latam
📍 Medellín