Tier 1 Support Technician

About the role

Tier 1 technicians act as the client's first line of support, handling direct user interaction, system access management and initial triage. The role provides timely technical assistance, troubleshoots common user issues, keeps accurate documentation and escalates incidents when needed. It is based in Bogota, Colombia, Monday to Friday 9am-6pm CST, on a hybrid basis (home on Mondays and Fridays).

Key responsibilities

• Handle password resets, MFA enrollments and identity verification through Caller Verify.
• Manage Active Directory attributes, group memberships and folder permissions.
• Assist with RingCentral call handling setups and user configurations.
• Support Cloudflare VPN connectivity and troubleshooting, and transfer user data to new machines using Cloudflare and OneDrive.
• Troubleshoot Windows 11 endpoints (logon, performance, hardware, configuration) and provide support for Office 365, Zoom, Teams, Microsoft Edge, Adobe Acrobat, RingCentral UC and SnagIt.
• Provide entry-level support for line-of-business apps such as Applied Epic, Epic Connection Suite, Salesforce, WEX and carrier sites, plus various SaaS apps.
• Support Citrix environments, including disaster recovery and profile rebuilding; set up printers for office and remote users; support Zoom Rooms connectivity and AV troubleshooting.
• Help users set up personal equipment and mobile devices via Intune, and recover BitLocker-protected local machine accounts.
• Document every interaction in Zendesk and escalate or route issues to other teams.

Required profile

• 6 to 12 months of Tier 1 support experience; basic troubleshooting experience.
• English at C1 level.
• Preferred: RingCentral, Cloudflare, Zoom Rooms, Intune, BitLocker, Salesforce, Applied Epic experience; remote support and ticketing/incident management experience.

Required skills

• Active Directory, MFA and identity verification, VPN support, OneDrive, Citrix, Intune, BitLocker, Salesforce, Zoom, Zendesk.
• Strong customer service, communication and critical thinking skills.