Agente de Soporte Técnico N2 / Bogotá

410 SUSTS Colombia LTDA; Bogotá; On-site; COP 24,000,000 - 42,000,000; Full time

Job summary

Unisys is seeking an IT support professional in Bogotá to provide Tier 1 and Tier 2 support, troubleshoot hardware/software and voice systems, and assist with network, printing, and remote access issues.

The role emphasizes root-cause analysis, clear communication of resolutions to users, and supporting junior staff with day-to-day incidents and questions.

Qualifications

• High School Diploma or GED is required.
• Technical certification or Associate Degree may be required.
• Generally, 2–4 years of experience in the area of responsibility.

Responsibilities

• Provides Tier 1 and Tier 2 support.
• Troubleshoots and resolves complex issues including hardware/software, client propriety, and Unisys applications and issues with voice systems.
• Assists with resolution of issues with network connectivity, printing and remote access to desktop equipment.
• Identifies root causes and escalates unusual problems to higher levels for resolution.
• Communicates problem, resolution and root cause information to users to prevent recurrence.
• Supports L1 and L2 agents with day-to-day questions on incidents, requests and queries.
• Uses problem solving and analytical skills to resolve challenging incidents.

Skills

Analytical thinking

Customer service

Education

High School Diploma or GED

Technical certification

Associate Degree

Job description

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,
  • 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

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law. This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers.

Unisys is a global technology solutions company that powers breakthroughs for the world’s leading organizations. Our solutions – cloud, AI, digital workplace, logistics and enterprise computing – help our clients challenge the status quo and unlock their full potential. To learn how we have been helping clients push what’s possible for more than 150 years, visit unisys.com and follow us on LinkedIn.

Notice for U.S. Applicants: Unisys is an Equal Opportunity Employer – Minorities/ Females/ Veterans/ Individuals with Disabilities/ Sexual Orientation/ Gender Identity