Tier 1 IT Help Desk Support Analyst

About the role

Wizeline is seeking a Tier 1 IT Help Desk Support Analyst to provide first‑level technical assistance to internal users. The role is based on‑site in Bogota and focuses on delivering fast, friendly, and effective support for everyday IT issues.

Key responsibilities

• Respond to user tickets via the ticketing system and communication tools.
• Troubleshoot email, calendar, printer, network connectivity, and device performance problems.
• Handle application access requests and login issues.
• Manage user accounts in Active Directory, including password resets and account unlocks.
• Document incidents, follow SOPs, and escalate complex cases to Tier 2 support.
• Maintain clear, empathetic communication with users and collaborate with distributed teams.

Required profile

• Strong customer‑service mindset with clear communication.
• Logical problem‑solving ability and capacity to work under pressure.
• English proficiency at B2 level or higher (spoken and written).
• Ability to follow documented procedures and prioritize tasks.

Required skills

• Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
• Active Directory concepts
• Remote Monitoring and Management (RMM) tools
• Ticketing systems such as Jira, Zendesk, or Freshdesk
• Basic troubleshooting on Windows and macOS platforms

What we offer

• High‑impact environment with global opportunities
• Commitment to professional development
• Flexible and collaborative culture
• Vibrant community and total rewards package