Remote Help Desk Specialist for Retail

About the role

We are looking for a Remote Help Desk Specialist to provide first‑line technical support for a large enterprise retail environment. The role serves retail stores, distribution centers, and corporate users across Colombia, handling issues via phone, chat, and email.

Key responsibilities

• Deliver Level 1 and Level 2 support to internal and external users.
• Troubleshoot Point of Sale (POS) systems used in retail locations.
• Support Lexmark and Zebra printers and scanners.
• Resolve PC hardware, software, and peripheral problems.
• Diagnose basic network and connectivity issues at the store level.
• Manage and document tickets in ServiceNow.
• Assist Microsoft 365 and Microsoft Teams users.
• Communicate with users via Cisco Jabber or similar VoIP tools.
• Escalate complex issues and document resolutions clearly.

Required profile

• 5+ years of remote Help Desk or Service Desk experience.
• Hands‑on experience supporting POS systems in retail environments.
• Experience with Lexmark and Zebra printing devices.
• Proven ability to troubleshoot network connectivity and peripherals.
• At least 6 months supporting PC hardware, software, and peripherals.
• Familiarity with ticketing platforms, preferably ServiceNow.
• Experience supporting Microsoft 365, Teams, and Cisco Jabber.

Required skills

• Point of Sale (POS) systems
• Lexmark printers
• Zebra printers and scanners
• ServiceNow ticketing
• Microsoft 365
• Microsoft Teams
• Cisco Jabber (softphone)
• PC hardware and software troubleshooting
• Network connectivity troubleshooting