About Sutherland

Artificial Intelligence. Automation. Cloud engineering. Advanced analytics. For business leaders, these are key factors of success. For us, theyre our core expertise.

We work with iconic brands worldwide. We bring them a unique value proposition through marketleading technology and business process excellence.

Weve created over 200 unique inventions under several patents across AI and other critical technologies. Leveraging our advanced products and platforms, we drive digital transformation, optimize critical business operations, reinvent experiences, and pioneer new solutions, all provided through a seamless as a service model.

For each company, we provide new keys for their businesses, the people they work with, and the customers they serve. We tailor proven and rapid formulas, to fit their unique DNA. We bring together human expertise and artificial intelligence to develop digital chemistry. This unlocks new possibilities, transformative outcomes and enduring relationships.

Sutherland

Unlocking digital performance. Delivering measurable results

Job Description
The IT Support Specialist Tier 1 is the first point of contact for endusers seeking technical assistance. This role will monitor, operate, troubleshoot, and resolve Level 1 technical issues remotely, ensuring staff and scholars have the tools they need to succeed. Utilizing ServiceNow and other remote diagnostic tools, this individual will perform a broad range of customer assistance, software deployment, remote equipment troubleshooting, and access management.

Key Responsibilities

Ticket Management Triage, accurately log, and respond to inbound support requests via ServiceNow, ensuring SLAs are met for firstcall resolution and response times.
Remote Technical Support Provide firstline remote support for personal computer hardware, software, and specialized technology escalate complex Level 2 Level 3 issues to appropriate internal teams.




System Health Maintenance Conduct routine remote health checks and audits on enterprise systems to proactively ensure software and security compliance.
Device Configuration Assist in the remote setup, zerotouch provisioning, and configuration of laptops and peripherals for onboarding employees.
Software Management Push remote software installations, updates, and repairs using endpoint management tools.
Asset Management Track and maintain accurate records of distributed hardware and software licenses within ServiceNows CMDB Asset Management modules.
Knowledge Management Develop, test, and publish user documentation, howto guides, and Knowledge Base KB articles within ServiceNow.
Vendor Liaison Communicate with external hardware and software vendors to resolve ongoing remote issues.

EDUCATION EXPERIENCE
2 years of direct experience in enterpriselevel IT customer and application support remote support experience highly preferred.
ITSM Proficiency Handson experience using ServiceNow for ticket management, asset tracking, and knowledge base utilization.
Core Systems Experience supporting and troubleshooting core enterprise applications, including Okta, Google Workplace, Workday, and JAMF.
Networking Foundational knowledge of network protocols and standards, including remote troubleshooting for Macs, Chromebooks, and peripherals
Communication Excellent oral and written interpersonal communication skills, with a focus on delivering empathetic and patient customer service over the phone or chat.
Project Skills Exposure to projectbased work structures and IT project lifecycle models.
Work Ethic Highly selfmotivated and directed, with keen attention to detail and the ability to prioritize and execute tasks in a highpressure environment.
Team Player Experience working collaboratively in a distributed, teamoriented environment.

Bolsa de trabajo Colombia ofrecemos puesto de Help Desk Support para el sector de Informatica Telecomunicaciones en la empresa Sutherland Global Services SGS de Bogotá, D.C.. Salario acorde a tu experiencia y al salario medio del sector. Actualiza ahora tu currículum vitae y postúlate a este empleo. Tipo de empleo Jornada completa.

📌 Help Desk Support (Bogotá)
🏢 Sutherland Global Services SGS
📍 Bogotá