IT Help Desk Support (Remote, Colombia)

About the role

We are looking for an IT Help Desk professional to provide prompt, courteous, and efficient technical support to our clients. The position is remote, based in Colombia, with an initial two‑week training period followed by regular shift hours.

Key responsibilities

• Deliver exceptional customer service via phone, chat, and email.
• Respond to tickets quickly, prioritize high‑urgency issues, and escalate when needed.
• Guide users through troubleshooting using Microsoft Teams, ServiceNow, Cisco WebEx, and Bomgar Remote Client.
• Document resolutions and escalations clearly.
• Collaborate with analysts, senior technicians, and management to resolve complex problems.
• Analyze and resolve hardware, software, and operational issues within SLA limits.

Required profile

• 1–3 years of customer service or IT help‑desk experience.
• Advanced English proficiency (B2‑C1 level).
• Broad experience supporting desktops, laptops, printers, peripherals, Windows 11, macOS, Active Directory, Office 365, and mobile devices (iPhone/iPad, Android, Windows Phone).

Required skills

• Microsoft Teams
• ServiceNow
• Cisco WebEx
• Bomgar (BeyondTrust) Remote Support
• Windows 11
• macOS
• Active Directory
• Microsoft Office 365
• iOS and Android device support