We would train for weeks am - pm Colombia time and then after training, one would switch to am to pm Colombia

Responsibilities:
• Deliver prompt, courteous, and efficient customer service, ensuring an exceptional customer experience for every client through phone calls, chats, and email.
• Responding to tickets in an efficient amount of time and escalating tickets to other IT teams when necessary.
• Utilize a variety of communications tools and methods to guide users through the troubleshooting process. ( Microsoft Teams, ServiceNow, Cisco WebEx, and Bomgar Remote Client). Prioritizing helpdesk tickets with high priority and urgency.
• Provide detailed documentation when resolving or escalating tickets to other members of the IT team
• Collaborate with other analysts, senior technicians, and management to troubleshoot and resolve complex issues.
• Analyze and resolve hardware, software and operational issues within our service level agreements.

Minimum Requirements:




• – years of experience in customer service or IT helpdesk experience.
• Advanced English Proficiency (Level B-C)
• Extensive experience supporting a wide variety of hardware and software platforms, including desktops, laptops, printers, peripherals, Windows , Mac OS X, Active Directory, Microsoft Office and mobile devices (iPhone/iPad, Android, Windows Phone).

Preferred Requirements:
• Bachelor’s degree
• CompTIA A+ or Google IT Support Professional certifications
• Familiarization with Service-Now
• Familiarization with Cisco WebEx
• Familiarization with Bomgar/BeyondTrust Remote Support tool or industry-like

“Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of – Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.”

📌 IT Help Desk - IT Help Desk (Bogotá)
🏢 Mindlance
📍 Bogotá