Help Desk Support ServiceNow

The IT Support Specialist (Tier 1) is the first point of contact for end-users seeking technical assistance. This role will monitor operate troubleshoot and resolve Level 1 technical issues remotely ensuring staff and scholars have the tools they need to succeed. Utilizing ServiceNow and other remote diagnostic tools this individual will perform a broad range of customer assistance software deployment remote equipment troubleshooting and access management.

COMPETENCIES & RESPONSIBILITIES

• Ticket Management: Triage accurately log and respond to inbound support requests via ServiceNow ensuring SLAs are met for first-call resolution and response times.
• Remote Technical Support: Provide first-line remote support for personal computer hardware software and specialized technology; escalate complex Level 2/Level 3 issues to appropriate internal teams.
• System Health & Maintenance: Conduct routine remote health checks and audits on enterprise systems to proactively ensure software and security compliance.
• Device Configuration: Assist in the remote setup zero-touch provisioning and configuration of laptops and peripherals for onboarding employees.
• Software Management: Push remote software installations updates and repairs using endpoint management tools.
• Asset Management: Track and maintain accurate records of distributed hardware and software licenses within ServiceNows CMDB/Asset Management modules.
• Knowledge Management: Develop test and publish user documentation how-to guides and Knowledge Base (KB) articles within ServiceNow.
• Vendor Liaison: Communicate with external hardware and software vendors to resolve ongoing remote issues.

Qualifications :

• Advanced English level (B2 or higher)
• 2 years of direct experience in enterprise-level IT customer and application support (remote support experience highly preferred).
• Hands-on experience using ServiceNow for ticket management asset tracking and knowledge base utilization.
• Core Systems: Experience supporting and troubleshooting core enterprise applications including Okta Google Workplace Workday and JAMF.
• Networking: Foundational knowledge of network protocols and standards including remote troubleshooting for Macs Chromebooks and peripherals
• Communication: Excellent oral and written interpersonal communication skills with a focus on delivering empathetic and patient customer service over the phone or chat.
• Project Skills: Exposure to project-based work structures and IT project lifecycle models.
• Work Ethic: Highly self-motivated and directed with keen attention to detail and the ability to prioritize and execute tasks in a high-pressure environment.
• Team Player: Experience working collaboratively in a distributed team-oriented environment.

Additional Information :

This is an 100% Onsite position in our Bogotá Colombia offices (Torre Krystal). 

Remote Work :

No

Employment Type :

Full-time