AgileEngine is an Inc. 5000 company that creates award-winning software for Fortune 500 brands and trailblazing startups across 17+ industries. We rank among the leaders in areas like application development and AI/ML, and our people-first culture has earned us multiple Best Place to Work awards.

WHY JOIN US
If you're looking for a place to grow, make an impact, and work with people who care, we'd love to meet you

ABOUT THE ROLE
We are looking for an IT Support Technician to provide Tier 1 and Tier 2 remote support for employees of a large technology company, assisting with software, hardware, endpoints, applications, access, and connectivity issues through ticketing, chat, email, phone, and video channels. You will triage incoming requests, resolve issues within scope, escalate appropriately while maintaining ticket ownership, and contribute to documentation, knowledge articles, and service improvement initiatives. The role is based in LatAm and requires overlap with PST business hours.

WHAT YOU WILL DO




- Serve as a first point of contact for employee technical issues involving software, hardware, endpoints, systems, applications, access, and network connectivity.
- Provide remote support through approved channels, including ITSM workflows, chat, email, phone, and video.
- Effectively triage incoming requests, diagnose and resolve Tier 1 issues whenever possible, and determine the appropriate path to resolution.
- Own escalated tickets and subtasks through resolution or successful handoff, maintaining coordination ownership until the receiving team accepts the handoff.
- Perform advanced troubleshooting across software, endpoints, applications, access systems, and network connectivity using approved administrative tools and elevated access.
- Maintain clear, concise, and professional communication with employees throughout the support lifecycle.
- Log, track, and maintain complete ticket documentation, including troubleshooting performed, supporting evidence, im

📌 IT Support Technician (Medellín)
🏢 Agileengine
📍 Medellín