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
Role Overview
Tier 1 technicians serve as the client's first line of support, responsible for direct user interaction, system access management, and initial triage.
This role focuses on providing timely technical assistance, troubleshooting common user issues, maintaining accurate documentation, and escalating incidents when required.
The adecuado candidate is customer-focused, enjoys helping people, possesses strong communication skills, and demonstrates critical thinking when resolving technical problems.
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.
Data Processing Notice
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information.
These tools assist our recruitment team but do not replace human judgment.
Final hiring decisions are ultimately made by humans.
If you would like more information about how your data is processed, please contact us.
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📌 Tier 1 Support Technician (Bogotá)
🏢 Solvo Global
📍 Bogotá