Bilingual Remote Support Agent / Bogota

This role involves providing Tier 1 and Tier 2 remote support, troubleshooting complex hardware, software, and application issues, including client proprietary systems, COTS, and Unisys applications. Responsibilities also include resolving voice communication, voicemail, network connectivity, printing, and remote access problems. The agent will identify root causes, ensure timely solutions, and communicate effectively with both technical and non-technical users, while also supporting junior agents.

Must Have

• Provide Tier 1 and Tier 2 support.
• Troubleshoot and resolve complex hardware/software and application issues.
• Assist with network connectivity, printing, and remote access issues.
• Identify root causes of problems and ensure timely solutions.
• Communicate problem, resolution, and root cause information to users.
• Support L1 and L2 support agents.
• Possess a High School Diploma or GED.
• Have 2-4 years of experience in the area of responsibility.

What success looks like in this role:

• Provides Tier 1 and Tier 2 support.
• Troubleshoots and resolves complex issues including:
• Supporting maintenance of hardware /software, client propriety, COTS and Unisys applications and issues with voice communications and voicemail systems, and
• Assisting with resolution of Issues with network connectivity, printing and remote access to desktop equipment.
• Identifies root causes of problems and takes responsibility for timely solution; escalates unusual or complex problems to higher levels for resolution.
• Communicates problem, resolution and root cause information to users, both technical and non-technical, to help prevent future recurrence.
• Supports L1 and L2 support agents in ongoing day to day questions related to client incidents, requests and queries.
• Utilizes problem solving and analytical skills to effectively resolve challenging incidents.

You will be successful in this role if you have:

• High School Diploma or GED required
• May require technical certification or Associate Degree
• Generally, 2-4 years’ experience in area of responsibility