Help Desk Support Agent – Bogotá (English B2)

About the role

We are looking for a Help Desk Support Agent to provide first‑line assistance to users in Bogotá. The role involves answering moderately complex questions, following guidelines, and using judgment based on prior experience with similar incidents and service requests.

Key responsibilities

• Respond to hardware, software, client and COTS application incidents.
• Perform basic network and user administration tasks.
• Escalate complex problems to specialized resolver teams or vendors.
• Apply problem‑solving and analytical skills to resolve challenging incidents.
• Support Level‑1 agents with day‑to‑day questions related to client incidents, requests, and queries.

Required profile

• High School Diploma or GED (technical certification or Associate Degree may be required).
• 1‑2 years of experience in IT support or a related area.
• English proficiency at B2 level (Spanish native or fluent).

Required skills

• Hardware support
• Software support
• Client application troubleshooting
• COTS application support
• Network administration
• User administration