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Location: Colombia (Bogotá, Medellín, or Barranquilla)

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Work Modality: On-site

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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).

- Experience troubleshooting:

- PCs.

- Mobile devices.

- Printers.

- Phones.

- 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.

Preferred Qualifications

- Associate's Degree in a technical field.

- CompTIA A+ or other technical certifications.

- Experience with Microsoft Office 365.

Required Technologies & Skills

- 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

📌 IT Associate (Medellín)
🏢 softgic
📍 Medellín