Technical Support Advisor / Help Desk - Bogotá and Medellin

This role aims to resolve technological incidents through remote help desk support. Responsibilities include providing remote technical support (phone, web, chat) to end-users, resolving issues related to product installation, operation, configuration, customization, and use. The advisor will apply basic diagnostic techniques to identify problems, investigate causes, recommend solutions for common failures, and escalate incidents to other support groups or for potential mass events.

Must Have

• Technician or Technologist or student from sixth semester onwards in professional careers in Systems Engineering, Telecommunications, or related IT services.
• Minimum 1 year of experience in remote technical support and customer service.
• Software and hardware maintenance
• Microsoft operating systems and Office.
• Fundamentals of Technology, Infrastructure, and Communications Processes.

What success looks like in this role:

Technician or Technologist or student from sixth semester onwards in professional careers in Systems Engineering, Telecommunications or related information technology services.

• Minimum 1 year of experience in remote technical support and customer service.

Job Objective:

Solve technological incidents in the help desk through remote technical support.

Functions:

• Provide remote technical support (telephone, web and chat) to end users of the help desk.
• Resolve queries about installation, operation, configuration, customization and use of assigned products.
• Apply basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures.
• Escalate incidents to other support groups and potential mass events.

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You will be successful in this role if you have:

• Software and hardware maintenance
• Microsoft operating systems and Office.
• Fundamentals of Technology, Infrastructure and Communications Processes.

Work Modality: In-person from Monday to Saturday / 42 hours per week / Rotating Shifts

Location: Medellin