Tier 1 Helpdesk Technician – Morning Shift

About the role

We are seeking a customer‑facing Support Engineer to provide fast, reliable, and empathetic front‑line support for users of our two core applications – one for internal operations teams and one for external customers. The role involves handling issue intake, triage, routing, and prioritisation, as well as executing runbooks and coordinating hand‑offs to engineering.

Key responsibilities

• Provide immediate human acknowledgment for all inbound requests, ticket them, collect impact details and set clear expectations.
• Map incidents to the correct runbook, validate severity, and perform Tier 1 troubleshooting steps.
• Escalate issues with full context documentation and coordinate smooth hand‑offs with Tier 2, Product and Engineering teams.
• Deliver proactive, predictable updates to customers according to SLA, translating technical information into clear language.
• Maintain clean, complete ticket documentation from intake to closure and ensure compliance with SLAs.
• Identify recurring issues and workflow gaps, participating in retrospectives to improve support processes.

Required profile

• Strong written and verbal communication skills with both technical and non‑technical stakeholders.
• Proven ability to own workstreams end‑to‑end, synthesise information and drive resolution proactively.
• Excellent organisational detail, especially in ticket hygiene and documentation quality.
• Experience working in SLA‑driven, cross‑functional environments.

Required skills

• Ticketing systems: ServiceNow, Zendesk, Jira Service Management.
• Collaboration tools: Asana, Notion, Slack, Microsoft Teams.
• Basic monitoring/observability platforms and incident dashboards.
• Fundamental understanding of databases and SQL.

What we offer

• Comprehensive AXA Colpatria Fesalud Amparado health insurance (100% employer‑paid).
• Paid time off beyond legal requirements.
• Opportunities for career growth within the company.