Job Title: Tier 1 Support Technician
Schedule: Monday-Friday 9am-6pm CST
Location: Bogota, Colombia
Modality: Hybrid (Mondays and fridays from home)
Experience Level: Entry Level (6 months - 1 year of Tier 1 support experience)
Language Requirement: English C1

Key Responsibilities

- Handle password resets, MFA enrollments, and identity verification through Caller Verify.
- Manage Active Directory attributes, group memberships, and folder permissions.
- Assist with RingCentral call handling setups and user configurations.
- Support Cloudflare VPN connectivity and troubleshooting to ensure access to company resources.
- Transfer and set up user data on new machines using Cloudflare and OneDrive.
- Troubleshoot endpoint issues in Windows 11, including logon, performance, hardware, and configuration problems.
- Provide application support for common office environment applications such as: Office 365 Zoom Teams Microsoft Edge Island Browser Adobe Acrobat RingCentral UC SnagIt
- Provide entry-level support for line-of-business applications such as: Applied Epic Epic Connection Suite Salesforce WEX Carrier sites Various SaaS applications
- Support Citrix environments, including disaster recovery and profile rebuilding for user sessions and backups.
- Provide printer setup and configuration for both office and remote users.
- Support Zoom Rooms (conference room systems) for connectivity and AV troubleshooting.
- Assist users with personal equipment setup and mobile device enrollment via Intune, enabling secure access to company resources.
- Set up personal printers at home within the Cloudflare environment.
- Recover local machine accounts protected by BitLocker encryption.
- Document every interaction within Zendesk for transparency and traceability.




- Escalate or route appropriate issues to other teams as required.
- Provide excellent customer service to employees requesting assistance.

Requirements

- Must Have: Experience 6 months to 1 year of experience in a Tier 1 support role. Basic troubleshooting experience. Technical Skills Understanding of: Microsoft Office 365 Windows 11 Adobe Acrobat SaaS-based tools Working knowledge of: Mobile devices End-user support Active Directory MFA and identity verification processes VPN connectivity support OneDrive Citrix Zendesk Soft Skills Strong customer service skills. Pleasant and customer-focused attitude. Passion for helping people. Critical thinking skills. Strong verbal and written communication skills.
- Preferred: Experience supporting: RingCentral Cloudflare Zoom Rooms Intune BitLocker Salesforce Applied Epic Experience working in a remote support environment. Experience with ticketing and incident management systems.

Key Skills

- Technical Support
- Help Desk Support
- Tier 1 Support
- Active Directory
- Office 365
- Windows 11
- MFA Administration
- Identity Verification
- RingCentral
- Cloudflare
- OneDrive
- Citrix
- Intune
- BitLocker
- Salesforce
- Zoom
- Zendesk
- SaaS Applications
- VPN Troubleshooting
- Printer Support
- Mobile Device Support
- Customer Service
- Critical Thinking
- Problem Solving
- Communication Skills
- Escalation Management
- Documentation and Ticketing

What We Value

- Excellent customer service
- Strong communication
- Team collaboration
- Attention to detail
- Accountability in documentation
- Proactive problem solving
- Ownership of user issues
- Willingness to learn and grow
- Positive attitude and helpful mindset
- Hiring Process (High Level) Not specified.

$0 - $0 a month

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📌 Tier 1 Support Technician (Bogotá)
🏢 Distro
📍 Bogotá