This role is the first point of contact for end-user technology issues across the organization. The technician triages, troubleshoots, and resolves hardware, software, account, and connectivity problems for internal and remote users, and makes sure every issue is logged, prioritized, and either resolved or escalated on time.Beyond standard Tier 1 support, the role also includes maintaining and repairing end-user systems and peripherals, supporting desktop applications and enterprise SaaS platforms (Microsoft 365, Azure, and business systems), documenting processes, and participating in small development, scripting, and testing tasks. We want someone with strong customer-service instincts, hands-on technical curiosity, and interest in growing into higher-tier systems and cloud work.Key responsibilities:

- First point of contact via phone, email, chat, ticket portal, and walk-ups.

- Initial diagnosis and troubleshooting of desktop, laptop, mobile, printer, peripheral, and connectivity issues.

- Resolve common issues within SLAs, including password resets, account lockouts, MFA re-enrollments, VPN, email/calendar sync, printing, and basic application errors.

- Escalate unresolved or complex issues with complete documentation.

- Physical setup, imaging, deployment, and relocation of desktops, laptops, monitors, phones, and peripherals.

- Install, configure, and support Windows,



Microsoft 365, and third-party business applications.

- Create and deploy standard desktop images.

- Support Microsoft 365, including licensing, RDS, OneDrive, Teams, SharePoint Online, AD Sync, Security & Compliance Center, eDiscovery, and hybrid connectivity with Exchange Online.

- Apply security principles and assist with incident response, phishing triage, and endpoint remediation.

Minimum requirements

- English B2 proficiency

- 1–3 years in IT support or help desk, ideally in a fast-paced or start-up environment.

- Working knowledge of standard IT support concepts, troubleshooting, and procedures.

- Current IT certification (CompTIA A+, MCP, or equivalent).

- Experience with software imaging tools.

- Strong customer-service orientation and written and verbal communication.

- Ability to work independently, manage competing priorities, and meet fixed deadlines.

- Familiarity with Windows 10/11, Microsoft 365, Active Directory, and help desk ticketing platforms in a call center environment.

Preferred

- Asset management and help desk ticketing systems.

- Desktop virtualization (RDS, VDI, Citrix).

- Cloud services (Microsoft 365, Azure, or comparable).

- VoIP platform support.

- 100% ON- SITE

Lugar de trabajo: Empleo presencial

📌 Help Desk Support Technician (Medellín)
🏢 FIRST IN SOLUTIONS
📍 Medellín