IT Associate – On-site Support

About the role

We are seeking an IT Associate to be the first point of contact for our internal users. The role focuses on Tier 1 technical support, ticket management and delivering a high‑quality customer experience on‑site in Bogotá, Medellín or Barranquilla.

Key responsibilities

• Provide phone, chat and email support for Windows desktops, mobile devices, printers and phones.
• Create, document and track support tickets in the ticketing system.
• Resolve Tier 1 issues, perform password resets and basic user account tasks.
• Escalate complex incidents to Tier 2/3 teams and assist with IT projects.
• Guide users through self‑service documentation and maintain knowledge‑base articles.
• Participate in training sessions and contribute to technical documentation.

Required profile

• Excellent written and verbal English communication skills.
• Entry‑level experience in IT support, help‑desk or Tier 1 environments.
• Experience with customer support via phone, email or ticketing systems.
• Associate’s degree in a technical field or equivalent certifications (e.g., CompTIA A+).
• Willingness to learn new technologies and work on‑site in Colombia.

Required skills

• Windows Desktop environments
• Active Directory
• Microsoft Server products
• Microsoft Office (Excel, Word)
• Microsoft 365 / Office 365
• Tier 1 IT support and ticketing systems
• Password management
• PC troubleshooting
• Mobile device support
• Printer support
• Phone system support
• Knowledge‑base documentation