We are partnering with an innovative international client to find a Technology Support Associate who will serve as the frontline hero for all employee technology needs. In this role, you won't just be resetting passwords—you will be troubleshooting complex issues, providing exceptional customer service, and pioneering Tier-1 support for enterprise AI tools like Claude and Microsoft 365 Copilot.
What You Will Do: Core IT Support (85%)
• Act as the first point of contact for all tech-related requests via phone, ticketing systems, and chat, ensuring prompt and empathetic customer service.
• Troubleshoot and resolve software, hardware, and network issues remotely for PCs, mobile devices, and peripherals.
• Document, track, and manage all issues through to resolution using established ticketing workflows.
• Recreate user issues, perform root-cause analysis, and test possible solutions before escalating to advanced engineering teams when necessary.
• Assist with remote network administration and collaborate professionally with third-party technology vendors.

Enterprise AI Support (15%)




• Serve as the go-to resource for employee questions regarding AI tool access, accounts, and approved use cases.
• Manage AI account provisioning and deprovisioning during employee onboarding and offboarding.
• Troubleshoot Microsoft 365 Copilot and browser-based AI tools using established runbooks.
• Maintain and update internal FAQs and Knowledge Base (KB) articles to empower users with self-service solutions.

Requirements:
• Minimum of 4 years of experience in remote Technology support at an enterprise corporate level
• Knowledge of mobile device configuration and support (Apple and Android).
• Required experience in supporting Mac OS laptops and iOS devices, preferably with JAMF Device Management Utility.
• Experience with Active Directory preferred.
• Experience with Zoom communication platform.
• Excellent customer service.
• Ability to handle sensitive and challenging support situa

📌 Information Technology Help Desk Support (Colombia)
🏢 Booth
📍 Colombia