Associate – Technical Support Specialist

INGEPSY; Cundinamarca; Presencial; COP 27.900.000 - 50.220.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive compensation package

Paid training

Career development & growth

Lunch benefits

Descripción de la vacante

INGEPSY in Colombia, Cundinamarca, seeks a Technical Support Specialist to diagnose and resolve hardware, software, and operating system problems for escalated customer issues. You will support frontline teams, document resolutions in the CRM, and drive continuous service improvements.

Ideal candidates have 1–3 years in tech support, with experience in Windows environments, PC hardware, and CRM tools (preferably Microsoft Dynamics).

Formación

• 1–3 years of experience in technical support, service desk, or IT services.
• Experience supporting PC hardware, peripherals, Windows OS, and Microsoft applications.
• Experience using CRM tools, preferably Microsoft Dynamics.

Responsabilidades

• Troubleshoot and resolve complex hardware and software issues.
• Support escalated customer cases and provide technical guidance to frontline teams.
• Document cases, troubleshooting activities, and resolutions in the CRM system.
• Collaborate with internal teams to achieve timely incident resolution.
• Identify recurring issues and recommend process improvements.
• Contribute to knowledge base articles and technical documentation.
• Manage workload and prioritize activities to meet SLA requirements.

Conocimientos

Advanced troubleshooting

Hardware diagnostics

Software diagnostics

Windows troubleshooting

Root cause analysis

Customer communication

Technical escalation management

CRM / Microsoft Dynamics

Knowledge transfer

SLA & priority management

Educación

High School Diploma

Bachelors in Systems Engineering / CS / IT

CompTIA A+ certification

Herramientas

Microsoft Dynamics

Descripción del empleo

Descripción del empleo

Job Summary

The Technical Support Specialist provides advanced technical support for escalated customer issues, diagnosing and resolving hardware, software, and operating system problems. This role supports frontline teams, ensures accurate case resolution, and contributes to continuous service improvement.

Key Responsibilities

• Troubleshoot and resolve complex hardware and software issues.
• Support escalated customer cases and provide technical guidance to frontline teams.
• Document cases, troubleshooting activities, and resolutions in the CRM system.
• Collaborate with internal teams to achieve timely incident resolution.
• Identify recurring issues and recommend process improvements.
• Contribute to knowledge base articles and technical documentation.
• Manage workload and prioritize activities to meet SLA requirements.

Requisitos

Education

• High School Diploma required.
• Degree in Systems Engineering, Computer Science, IT, or related field preferred.
• CompTIA A+ or equivalent certification preferred.

Experience

• 1-3 years of experience in technical support, service desk, or IT services.
• Experience supporting PC hardware, peripherals, Windows OS, and Microsoft applications.
• Experience using CRM tools, preferably Microsoft Dynamics.

Technical Skills

• Advanced troubleshooting and diagnostic skills.
• Strong knowledge of hardware, software, and Windows environments.
• Familiarity with command-line tools and basic networking concepts.
• Strong customer service and communication skills.

Language Requirements

• Spanish required.
• English proficiency (A2 or higher) required.

Core Competencies

• Advanced Troubleshooting (Expert)
• Hardware Diagnostics (Expert)
• Software Diagnostics (Expert)
• Windows Troubleshooting (Expert)
• Root Cause Analysis (Advanced)
• Customer Communication (Advanced)
• Technical Escalation Management (Advanced)
• CRM / Microsoft Dynamics (Advanced)
• Knowledge Transfer (Advanced)
• SLA & Priority Management (Advanced)

Información adicional

Our employees enjoy:

• Competitive compensation packages inclusive of base pay, incentives, over-time and shift differentials for certain shifts.
• Annual merit increase based on performance.
• Paid Training whether onsite or in work at home.
• Discounts for several corporate and retail partners for services and products once Sutherland ID is presented.
• Excellent training and supervisory support - to help you feel comfortable servicing our customers.
• Competitive Salary with attractive and attainable PBI structure.
• Paid vacation and sick leave annually.
• Exceptional Health and Life Insurance Plan
• Lunch benefits and subsidy.
• Onsite lunch concessionaire at reduced rates.
• Transportation/ Shuttle Services - Free transportation home for shifts that end after 9:00 pm and pick-ups for shifts that begin before 6am
• Free On-site medical suite with nurse and medical doctor.
• Daily Refuel Plan - Robust and dynamic schedule of activities to keep employees energized both at home and in the office.
• Paid referral program
• Career development & growth opportunities for advancement.
• Excellent Reward and recognition programs.