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4 дня назад

Tech Support Associate (IT Support)

Формат работы
onsite
Тип работы
fulltime
Грейд
middle
Английский
b2
Страна
Colombia
Вакансия из списка Hirify.GlobalВакансия из Hirify Global, списка международных tech-компаний
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Описание вакансии

Текст:
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TL;DR
Tech Support Associate (IT Support/ServiceNow): Providing first-line technical assistance for end users in Bogotá, including ticket management, remote troubleshooting, device configuration, software deployment, and access management with an accent on enterprise applications, endpoint support, and asset tracking. Focus on resolving Level 1 incidents, maintaining system compliance, documenting solutions, and escalating complex issues to higher-level teams.

Location: Bogotá, Colombia

Company

Digital engineering and business process services focused on artificial intelligence, automation, cloud engineering, advanced analytics, and technology-enabled business transformation.

What you will do

  • Triage, log, and respond to inbound support requests in ServiceNow while meeting response and resolution SLAs.
  • Provide first-line technical support for computer hardware, software, peripherals, and specialized technologies.
  • Perform remote system health checks, security compliance audits, device provisioning, software deployment, and repairs.
  • Track hardware and software assets through ServiceNow CMDB and Asset Management modules.
  • Create and publish user documentation, how-to guides, and ServiceNow Knowledge Base articles.
  • Coordinate with external hardware and software vendors and escalate complex issues to Level 2 or Level 3 teams.

Requirements

  • At least 2 years of direct experience in enterprise IT customer and application support; remote support experience is preferred.
  • Hands-on ServiceNow experience with ticket management, asset tracking, and knowledge base usage.
  • Experience supporting Okta, Google Workspace, Workday, and JAMF.
  • Foundational knowledge of network protocols and experience troubleshooting Macs, Chromebooks, and peripherals.
  • Strong written and verbal communication skills, with patient and empathetic customer service over phone or chat.
  • Ability to prioritize work, maintain attention to detail, and collaborate in a distributed team environment.

Nice to have

  • Exposure to project-based work structures and IT project lifecycle models.

Culture & Benefits

  • Full-time employment.
  • Work in a team-oriented and distributed environment.
  • Support global brands through technology and business process services.

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