Sutherland

Tech Support Associate

Bogotá, Bogota, Colombia, //CUN, Colombia · On-site · Full-time

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About the role

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EmployerSutherland
LocationBogotá, Bogota, Colombia, //CUN, Colombia
Work styleOn-site
Employment typeFull-time
Employer posted1 month ago

The IT Support Specialist (Tier 1) is the first point of contact for end-users seeking technical assistance. This role will monitor, operate, troubleshoot, and resolve Level 1 technical issues remotely, ensuring staff and scholars have the tools they need to succeed. Utilizing ServiceNow and other remote diagnostic tools, this individual will perform a broad range of customer assistance, software deployment, remote equipment troubleshooting, and access management.

COMPETENCIES & RESPONSIBILITIES

Ticket Management: Triage, accurately log, and respond to inbound support requests via ServiceNow, ensuring SLAs are met for first-call resolution and response times.
Remote Technical Support: Provide first-line remote support for personal computer hardware, software, and specialized technology; escalate complex Level 2/Level 3 issues to appropriate internal teams.
System Health & Maintenance: Conduct routine remote health checks and audits on enterprise systems to proactively ensure software and security compliance.
Device Configuration: Assist in the remote setup, zero-touch provisioning, and configuration of laptops and peripherals for onboarding employees.
Software Management: Push remote software installations, updates, and repairs using endpoint management tools.
Asset Management: Track and maintain accurate records of distributed hardware and software licenses within ServiceNow's CMDB/Asset Management modules.
Knowledge Management: Develop, test, and publish user documentation, how-to guides, and Knowledge Base (KB) articles within ServiceNow.
Vendor Liaison: Communicate with external hardware and software vendors to resolve ongoing remote issues.

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EDUCATION & EXPERIENCE
2+ years of direct experience in enterprise-level IT customer and application support (remote support experience highly preferred).
ITSM Proficiency: Hands-on experience using ServiceNow for ticket management, asset tracking, and knowledge base utilization.
Core Systems: Experience supporting and troubleshooting core enterprise applications, including Okta, Google Workplace, Workday, and JAMF.
Networking: Foundational knowledge of network protocols and standards, including remote troubleshooting for Macs, Chromebooks, and peripherals
Communication: Excellent oral and written interpersonal communication skills, with a focus on delivering empathetic and patient customer service over the phone or chat.
Project Skills: Exposure to project-based work structures and IT project lifecycle models.
Work Ethic: Highly self-motivated and directed, with keen attention to detail and the ability to prioritize and execute tasks in a high-pressure environment.
Team Player: Experience working collaboratively in a distributed, team-oriented environment.

All your information will be kept confidential according to EEO guidelines.

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