IT Associate - Tier 1 Support

About the role

Softgic is looking for an IT Associate to act as the first point of contact for its IT support operations. The role provides Tier 1 technical support, manages support tickets, resolves basic issues and escalates complex cases to higher-level IT teams, all while delivering an excellent customer experience. It is a full-time, on-site position in Bogotá, Medellín or Barranquilla, working Monday to Friday, 9:00 AM to 6:00 PM CST (or 8:30 AM to 5:30 PM CST).

Key responsibilities

• Provide technical support by phone, chat and email.
• Create, document and track support tickets.
• Resolve Tier 1 issues and escalate complex incidents when needed.
• Perform password resets and basic user account support.
• Troubleshoot Windows computers, mobile devices, printers and phones.
• Answer general technology questions and guide users through self-service documentation and the knowledge base.
• Create and maintain technical documentation and knowledge base articles.
• Take part in training sessions and help Tier 2 and Tier 3 teams with IT projects.

Required profile

• Entry-level experience in IT Support, Help Desk or Tier 1 Support.
• Customer support experience by phone, email or ticketing systems.
• Strong written and verbal English.
• Availability to work on-site in Bogotá, Medellín or Barranquilla.
• Preferred: associate's degree in a technical field, CompTIA A+ or similar certification, and Microsoft Office 365 experience.

Required skills

• Windows desktops, Active Directory and Microsoft Server products.
• Microsoft Office (Excel and Word).
• PC, mobile device, printer and phone troubleshooting.
• Ticketing systems, password management and knowledge base documentation.