1950 Bogotá IT Support Specialist – Tier 1 (Help Desk)

6 months to 1 year of experience in Tier 1 IT Support Help Desk or Technical Support.

Basic troubleshooting knowledge of Windows 11 Microsoft 365 Active Directory and SaaS applications.

Familiarity with user account management VPN connectivity mobile devices and endpoint support.

Basic understanding of MFA cloud-based applications and IT security practices.

Experience with ticketing systems such as Zendesk is a plus.

Strong customer service orientation communication skills patience and empathy.

Excellent critical thinking problem-solving abilities and willingness to help users.

Availability to work in a hybrid model in Bogotá (3 days on-site 2 days remote).

Provide Tier 1 technical support troubleshoot issues and escalate complex incidents to specialized teams.

Manage password resets MFA enrollment identity verification Active Directory accounts group memberships and permissions.

Troubleshoot Windows 11 devices hardware software login issues and system performance.

Support Microsoft 365 Teams Zoom Adobe Acrobat Microsoft Edge Island Browser RingCentral SnagIt and other SaaS applications.

Assist with business applications such as Salesforce Applied Epic WEX and other enterprise platforms.

Troubleshoot Cloudflare VPN connectivity OneDrive data transfers and new device configurations.

Support Citrix environments user profile recovery backups and basic disaster recovery procedures.

Configure printers Zoom Rooms mobile devices and remote work equipment.

Assist with Microsoft Intune enrollment and BitLocker account recovery.

Document all support requests and resolutions in Zendesk ensuring proper follow-up and escalation.

Deliver professional empathetic and customer-focused technical assistance.