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About the Role
We are looking for an IT Associate to serve as the first point of contact for IT support operations. This role is responsible for providing Tier 1 technical support, managing support tickets, resolving basic technical issues, and escalating complex cases to higher-level IT teams while delivering an excellent customer experience.
Responsibilities
Provide technical support via phone, chat, and email.
Create, document, and track support tickets.
Resolve Tier 1 support issues and escalate complex incidents when necessary.
Perform password resets and basic user account support.
Troubleshoot Windows computers, mobile devices, printers, and phones.
Answer general technology-related questions.
Guide users through self-service documentation and knowledge base resources.
Create and maintain technical documentation and knowledge base articles.
Participate in training sessions and assist Tier 2 and Tier 3 teams with IT projects.
Requirements
- Excellent written and verbal English communication skills.
- Entry-level experience in IT Support, Help Desk, or Tier 1 Support.
- Experience providing customer support via phone, email, or ticketing systems.
- Strong knowledge of:
- Windows Desktop environments.
- Active Directory.
- Microsoft Server products.
- Microsoft Office (Excel and Word).
- Windows Desktop environments.
- Experience troubleshooting:
- PCs.
- Mobile devices.
- Printers.
- Phones.
- PCs.
- Strong documentation and organizational skills.
- Excellent customer service and communication skills.
- Ability to troubleshoot and triage technical issues.
- Willingness to learn new technologies and continue professional development.
- Availability to work on-site in Bogotá, Medellín, or Barranquilla.
Preferred Qualifications
- Associate's Degree in a technical field.
- CompTIA A+ or other technical certifications.
- Experience with Microsoft Office 365.
Required Technologies & Skills
- Windows Desktop
- Active Directory
- Microsoft Server
- Microsoft Office (Excel & Word)
- Microsoft 365 / Office 365
- Tier 1 IT Support
- Ticketing Systems
- Password Management
- PC Troubleshooting
- Mobile Device Support
- Printer Support
- Phone System Support
- Knowledge Base Documentation
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