? Location: Colombia (BogotÃ, Medellín, or Barranquilla)

? Work Modality: On-site

? 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 BogotÃ, Medellín, or Barranquilla.

Preferred Qualifications
- Associate's Degree in a technical field.
- CompTIA A+ or other technical certifications.
- Experienc

📌 IT Associate (Medellín)
🏢 softgic
📍 Medellín