1793 -Help Desk Technician Level 1

Location: Remote – Colombia (Must be based in Colombia, with occasional on-site availability in cities where the company has offices)

Employment Type: Full-time

Schedule: Monday to Friday, 7:30 AM – 5:00 PM (Colombia Time)

On-Call: Weekend on-call availability required (paid as overtime when applicable)

Language: English B2+ (Required)

Role Overview

We are looking for a Level 1 Help Desk Technician to provide first-line technical support for end users by resolving common IT issues, configuring hardware and software, and delivering excellent customer service. This is an entry-level opportunity ideal for IT professionals with 1–2 years of hands-on technical support experience who are eager to grow in a collaborative environment.

Requisitos

Requirements

• High school diploma or SENA Technical Degree in an IT-related field.
  
• Minimum 1 year of technical support experience.
• Strong communication and customer service skills.
  
• English proficiency at B2+ level .
  
• Basic knowledge of Windows environments, hardware, software installation, and networking fundamentals.
  
• Availability for occasional on-call rotations during weekends (paid as overtime).
  
• Must be based in Colombia and available for occasional on-site support if required.
  

Preferred Qualifications

• 1–2 years of hands-on IT support experience.
  
• Strong willingness to learn and develop within an IT support career.
  

Key Responsibilities

• Install, configure, and troubleshoot hardware and software.
• Set up and maintain user accounts and passwords.
• Diagnose and resolve basic network and connectivity issues.
• Provide technical support via phone and email.
• Gather information, troubleshoot user issues, and determine the appropriate resolution.
• Document incidents, troubleshooting steps, and resolutions accurately.
• Escalate unresolved issues when necessary while following established support procedures.