We are seeking a customer-focused and technically skilled IT helpdesk to join our new line of business.

The idóneo candidate will deliver exceptional customer service while providing first-level technical support to end users across multiple communication channels, including phone, email, chat, and virtual interactions.

This role requires strong troubleshooting capabilities, excellent communication skills, and the ability to support users in English and Spanish or Portuguese. The successful candidate will diagnose and resolve a wide range of technical issues, document incidents accurately, and ensure a positive customer experience in a fast-paced environment.

Key Responsibilities

- Communicate professionally with customers via phone, email, chat, and virtual interactions.
- Effectively de-escalate challenging customer situations and provide professional resolutions.
- Provide first-level technical support for hardware, software, and access-related issues.
- Diagnose, troubleshoot, and resolve: Software errors and application issues, Network connectivity problems, VPN-related incidents, Network and local printer issues.
- Application access problems:



Microsoft 365 support requests and Outlook troubleshooting
- Active Directory / Entra ID account issues / Password resets and account management
- Multi-Factor Authentication (MFA) support
- Perform remote hardware diagnostics for laptops, desktops, printers, tablets, and other end-user devices.
- Accurately record, categorize, prioritize, document, and close support tickets.
- Maintain and expand knowledge of Service Desk processes, products, and services.
- Meet individual performance objectives and contribute to team metrics and service level goals.

Required Qualifications

- Experience in IT Service Desk, Help Desk, Technical Support, or a similar customer-facing IT support role.
- Fluent English (written and verbal).
- Fluent Spanish or Portuguese (written and verbal).
- Strong troubleshooting and analytical problem-solving skills.

Languages Required: English + Spanish or Portuguese

Department: IT Service Desk / Technical Support

Experience Level: Entry to Mid-Level

Employment Type: Full-Time

Join our new account and growth with us!!!

📌 IT Helpdesk (Bogotá)
🏢 Contactpoint 360
📍 Bogotá