Location: Remote – Colombia (Must be based in Colombia, with occasional on-site availability in cities where the company has offices)
Employment Type: Full-time
Schedule: Monday to Friday, 7:30 AM – 5:00 PM (Colombia Time)
On-Call: Weekend on-call availability required (paid as overtime when applicable)
Language: English B2+ (Required)
Role Overview
We are looking for a Level 1 Help Desk Technician to provide first-line technical support for end users by resolving common IT issues, configuring hardware and software, and delivering excellent customer service. This is an entry-level opportunity adecuado for IT professionals with 1–2 years of hands-on technical support experience who are eager to grow in a collaborative environment.
Requisitos
Requirements
- High school diploma or SENA Technical Degree in an IT-related field.
- Minimum 1 year of technical support experience.
- Strong communication and customer service skills.
- English proficiency at B2+ level.
- Basic knowledge of Windows environments, hardware, software installation,
and networking fundamentals.
- Availability for occasional on-call rotations during weekends (paid as overtime).
- Must be based in Colombia and available for occasional on-site support if required.
Preferred Qualifications
- 1–2 years of hands-on IT support experience.
- Strong willingness to learn and develop within an IT support career.
Key Responsibilities
- Install, configure, and troubleshoot hardware and software.
- Set up and maintain user accounts and passwords.
- Diagnose and resolve basic network and connectivity issues.
- Provide technical support via phone and email.
- Gather information, troubleshoot user issues, and determine the appropriate resolution.
- Document incidents, troubleshooting steps, and resolutions accurately.
- Escalate unresolved issues when necessary while following established support procedures.