Job Description
The IT Support Specialist Tier 1 is the first point of contact for endusers seeking technical assistance. This role will monitor, operate, troubleshoot, and resolve Level 1 technical issues remotely, ensuring staff and scholars have the tools they need to succeed. Utilizing ServiceNow and other remote diagnostic tools, this individual will perform a broad range of customer assistance, software deployment, remote equipment troubleshooting, and access management.

COMPETENCIES RESPONSIBILITIES

Ticket Management Triage, accurately log, and respond to inbound support requests via ServiceNow, ensuring SLAs are met for firstcall resolution and response times.
Remote Technical Support Provide firstline remote support for personal computer hardware, software, and specialized technology escalate complex Level 2 Level 3 issues to appropriate internal teams.
System Health Maintenance Conduct routine remote health checks and audits on enterprise systems to proactively ensure software and security compliance.
Device Configuration Assist in the remote setup, zerotouch provisioning, and configuration of laptops and peripherals for onboarding employees.
Software Management Push remote software installations, updates, and repairs using endpoint management tools.
Asset Management Track and maintain accurate records of distributed hardware and software licenses within ServiceNows CMDB Asset Management modules.
Knowledge Management Develop, test, and publish user documentation, howto guides, and Knowledge Base KB articles within ServiceNow.




Vendor Liaison Communicate with external hardware and software vendors to resolve ongoing remote issues.

Qualifications
EDUCATION EXPERIENCE
2 years of direct experience in enterpriselevel IT customer and application support remote support experience highly preferred.
ITSM Proficiency Handson experience using ServiceNow for ticket management, asset tracking, and knowledge base utilization.
Core Systems Experience supporting and troubleshooting core enterprise applications, including Okta, Google Workplace, Workday, and JAMF.
Networking Foundational knowledge of network protocols and standards, including remote troubleshooting for Macs, Chromebooks, and peripherals
Communication Excellent oral and written interpersonal communication skills, with a focus on delivering empathetic and patient customer service over the phone or chat.
Project Skills Exposure to projectbased work structures and IT project lifecycle models.
Work Ethic Highly selfmotivated and directed, with keen attention to detail and the ability to prioritize and execute tasks in a highpressure environment.
Team Player Experience working collaboratively in a distributed, teamoriented environment.
Willing to work on site in Bogota North side.
Bolsa de trabajo Colombia ofrecemos puesto de Technical support associate para el sector de Ingenieria en la empresa Sutherland Global Services SGS de Bogotá, D.C.. Salario acorde a tu experiencia y al salario medio del sector. Actualiza ahora tu currículum vitae y postúlate a este empleo. Tipo de empleo Jornada completa.

📌 Technical support associate Advanced English level, full time (Bogotá)
🏢 Sutherland Global Services SGS
📍 Bogotá