Information Technology Support Engineer

About the role

Unosquare is looking for an IT Support Engineer to join the Enterprise Service Desk of a U.S. client in the financial services industry. You will act as the first and second line of support for IT issues, keeping operations running smoothly across the organization. The position must be based in Colombia.

Key responsibilities

• Provide first- and second-level support for IT incidents and service requests by phone, email and ticketing system
• Manage and prioritize the ticket queue while meeting SLAs
• Troubleshoot Windows OS, general networking and printer issues
• Handle password resets, account unlocks and access management tasks
• Escalate complex issues to higher-level support teams
• Document all interactions and resolutions in the ITSM tool
• Contribute to knowledge base articles and process improvements
• Follow strict security and compliance protocols

Required profile

• 3-6 years of experience in IT Support / Service Desk
• Advanced English (B2+), supporting U.S.-based users daily
• Strong time management, communication and a customer-first mindset
• Must be based in Colombia

Required skills

• Hands-on experience with Windows OS, networking fundamentals and printer troubleshooting
• Active Directory, remote desktop tools and ticketing systems (ServiceNow preferred)
• Nice to have: ITIL Foundation certification, financial services or enterprise environment experience, cybersecurity best practices knowledge