Plusses
- Bachelor's degree
- CompTIA A+ or Google IT Support Professional Certification
- Experience with ServiceNow
- Experience with Cisco WebEx
- Experience with Bomgar/BeyondTrust Remote Support or similar remote support tools
- Experience working in an enterprise IT environment
Day-to-Day
- Provide Tier 1 technical support via phone, email, and chat
- Troubleshoot hardware, software, and account access issues for end users
- Document, prioritize, and resolve support tickets within SLA guidelines
- Escalate complex issues to the appropriate IT teams when needed
- Use tools such as Microsoft Teams, ServiceNow, Cisco WebEx, and remote support software to assist users
- Collaborate with senior technicians and other IT teams to resolve technical issues
- Deliver excellent customer service while supporting users across a variety of devices and platforms
Schedule:
- Training: 2 weeks, Monday–Friday, 6:00 AM – 3:00 PM (Colombia Time)
- Post-Training: Shift changes to 11:00 AM – 8:00 PM (Colombia Time)