08 sep
|
SCI EMEAA
|
Colombia
08 sep
SCI EMEAA
Colombia
HomeJob Openings…Help Desk Agent
?? | Full-time
Mid level
7:00 a.m. – 4:00 p.m. (Monday to Friday) – Lunch hour included
?| Colombia – Remote Job
?What are we looking for?
We are looking for smart people with strong troubleshooting skills, a service mindset, and great communication. Be a part of a team that ensures SCI’s technology environment runs with integrity, reliability, and top performance. Our Help Desk Agents play a key role in keeping our remote workforce productive by resolving issues quickly, documenting solutions clearly, and escalating efficiently when needed.
Their mission is to provide consistent Tier 1 (first-line) support, protect operational continuity, and improve the support experience through structured ticket management and knowledge sharing.
Junior experience | 1 – 3 years
Medium experience | 3 – 5 years
Senior experience | 5+ years
?Skills
Strong analytical thinking | Problem-solving | Detail-oriented approach
Great customer service mindset and empathy under pressure
Excellent written and verbal communication skills in English (B2+ or higher — mandatory) and Spanish.
Solid time-management and prioritization skills in a ticket-based environment
Comfortable working in a dynamic, fast-paced remote setting
Proactive, fast learner, and development-driven decision maker
Integrity and strong ethical standards
??Responsibilities About The Project
Ticket intake & resolution Log, categorize, prioritize, troubleshoot, and resolve Tier 1 (first-line) hardware and software requests. Provide clear updates from intake to closure.
Troubleshooting & escalation Diagnose issues using structured triage. Escalate complex incidents to internal technical teams with clear context, evidence, and reproduction steps.
User support & access management Support user accounts/access, basic configurations, and common productivity tools. Assist remote users with connectivity and device setup basics.
Documentation & knowledge sharing Create and maintain knowledge
📌 Help Desk Agent (Colombia)
🏢 SCI EMEAA
📍 Colombia