1950 - Bogotá - It Support Specialist – Tier 1 (Help Desk)

Softgic; Bogotá ciudad; Hybrid; COP 20,088,000 - 35,712,000; Full time

Job summary

Softgic is seeking a Tier 1 IT Support Specialist in Bogotá, Colombia for a hybrid role with on-site Tue–Thu and remote Mon & Fri. The ideal candidate has 6 months to 1 year of IT support experience and is proficient with Windows 11, Microsoft 365, and Active Directory.

Responsibilities include password resets, MFA enrollment, VPN, device support, and assisting with enterprise SaaS tools. Strong customer service and communication skills are essential.

Qualifications

• 6 months to 1 year of experience in Tier 1 IT Support, Help Desk, or Technical Support.
• Basic troubleshooting knowledge of Windows 11, Microsoft 365, Active Directory, and SaaS applications.
• Familiarity with user account management, VPN connectivity, mobile devices, and endpoint support.
• Basic understanding of MFA, cloud-based applications, and IT security practices.

Responsibilities

• Provide Tier 1 technical support, troubleshoot issues, and elevate complex incidents to specialized teams.
• Manage password resets, MFA enrollment, identity verification, Active Directory accounts, group memberships, and permissions.
• Troubleshoot Windows 11 devices, hardware, software, login issues, and system performance.
• Support Microsoft 365, Teams, Zoom, Adobe Acrobat, Microsoft Edge, Island Browser, RingCentral, SnagIt, and other SaaS applications.
• Assist with business applications such as Salesforce, Applied Epic, WEX, and other enterprise platforms.
• Troubleshoot Cloudflare VPN connectivity, OneDrive data transfers, and new device configurations.
• Support Citrix environments, user profile recovery, backups, and basic disaster recovery procedures.
• Configure printers, Zoom Rooms, mobile devices, and remote work equipment.
• Assist with Microsoft Intune enrollment and BitLocker account recovery.
• Document all support requests and resolutions in Zendesk, ensuring proper follow-up and escalation.
• Deliver professional, empathetic, and customer-focused technical assistance.

Skills

Customer service

Communication

Problem solving

Empathy

Patience

Tools

Zendesk

Active Directory

Windows 11

Microsoft 365

Job description

Job Description

? Location: Bogotá, Colombia

? Work Model: Hybrid – On-site Tuesday to Thursday | Remote Monday and Friday

? Open Positions: 2

? Experience: 6 months to 1 year in IT Support

We are looking for a Tier 1 IT Support Specialist to provide frontline technical assistance, troubleshoot IT issues, manage user access, and ensure an excellent employee support experience. Strong communication, problem-solving, and customer service skills are essential.

Requisitos

• 6 months to 1 year of experience in Tier 1 IT Support, Help Desk, or Technical Support.

• Basic troubleshooting knowledge of Windows 11, Microsoft 365, Active Directory, and SaaS applications.

• Familiarity with user account management, VPN connectivity, mobile devices, and endpoint support.

• Basic understanding of MFA, cloud-based applications, and IT security practices.

• Experience with ticketing systems such as Zendesk is a plus.

• Strong customer service orientation, communication skills, patience, and empathy.

• Excellent critical thinking, problem-solving abilities, and willingness to help users.

• Availability to work in a hybrid model in Bogotá (3 days on-site, 2 days remote).

Key Responsibilities

• Provide Tier 1 technical support, troubleshoot issues, and elevate complex incidents to specialized teams.

• Manage password resets, MFA enrollment, identity verification, Active Directory accounts, group memberships, and permissions.

• Troubleshoot Windows 11 devices, hardware, software, login issues, and system performance.

• Support Microsoft 365, Teams, Zoom, Adobe Acrobat, Microsoft Edge, Island Browser, RingCentral, SnagIt, and other SaaS applications.

• Assist with business applications such as Salesforce, Applied Epic, WEX, and other enterprise platforms.

• Troubleshoot Cloudflare VPN connectivity, OneDrive data transfers, and new device configurations.

• Support Citrix environments, user profile recovery, backups, and basic disaster recovery procedures.

• Configure printers, Zoom Rooms, mobile devices, and remote work equipment.

• Assist with Microsoft Intune enrollment and BitLocker account recovery.

• Document all support requests and resolutions in Zendesk, ensuring proper follow-up and escalation.

• Deliver professional, empathetic, and customer-focused technical assistance.

Requirements 6 months to 1 year of experience in Tier 1 IT Support, Help Desk, or Technical Support. Basic troubleshooting knowledge of Windows 11, Microsoft 365, Active Directory, and SaaS applications. Familiarity with user account management, VPN connectivity, mobile devices, and endpoint support. Basic understanding of MFA, cloud-based applications, and IT security practices. Experience with ticketing systems such as Zendesk is a plus. Strong customer service orientation, communication…