Bilingual Remote Technical Support Agent / Bogotá

This role involves providing Tier 1 and Tier 2 technical support, troubleshooting complex hardware and software issues, including client-proprietary and COTS applications, voice communications, voicemail, network connectivity, printing, and remote access. The agent will identify root causes, communicate resolutions to users, and support junior agents. Strong problem-solving and analytical skills are essential for resolving challenging incidents.

Must Have

• Provide Tier 1 and Tier 2 support
• Troubleshoot and resolve complex issues (hardware/software, voice, network, printing, remote access)
• Identify root causes of problems
• Communicate problem, resolution, and root cause information to users
• Support L1 and L2 support agents
• Utilize problem-solving and analytical skills
• High School Diploma or GED
• 2-4 years’ experience in area of responsibility

Good to Have

• Technical certification or Associate Degree

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