Desktop Support Analyst

Insight Global; Colombia; Presencial; COP 44.640.000 - 66.960.000; Jornada completa

Descripción de la vacante

Insight Global is seeking an Application Support Technician in Colombia to ensure smooth migrations for customers, including login and hardware interfaces. You will install applications, drivers, and printers, configure devices’ network settings, and proactively contact customers to drive migration completion.

You will handle inbound queries by phone and email, track progress, and use Salesforce for case tracking and communications, delivering exceptional customer experiences throughout the

Formación

• 4+ years of application/desktop support experience.
• Experience with Windows support and printer support.
• Familiarity with TCP/IP and DNS basics.
• Experience with Microsoft 365 and Salesforce preferred.

Responsabilidades

• Assist customers in migrating to a new login and hardware interface.
• Install applications for new login and configure printers and drivers.
• Configure IP addresses for devices in software (printers, cash drawers, etc.).
• Make outbound calls to inform customers of migrations and track progress.
• Handle inbound inquiries by phone or email about migrations.
• Track customer communications and completion using Salesforce.

Conocimientos

Windows support

VPN knowledge

Printer support

TCP/IP basics

DNS basics

Microsoft 365

Herramientas

Salesforce

Descripción del empleo

As an “Application Support Technician” your role is pivotal in ensuring that every interaction our customers have with our team leaves them with exceptional experience. You will work directly with Customers via Phone, Email, and Screen Sharing Video meetings to assist in the migration of their computers and peripheral workstations (printers, cash registers, etc.). You will proactively reach out to Customers to assist them with their migration, and/or schedule a time with them to complete their migration. You will also handle real‑time inbound phone and email queries from Customers that are attempting to migrate. We are seeking a customer‑centric professional who is passionate about delivering outstanding support and creating positive experiences for our customers. Primary Focus: Assisting customers to migrate to a new login and hardware interface. Tasks may include the following:

• Installing application for new login
• Installing printer drivers
• Configuring printer drivers in software
• Configuring IP address for devices, in the software, including cash drawers and credit card devices
• Outbound email and phone calls to customers to inform them of the initiative, track their progress, and assist in completion
• Assisting with handling inbound phone calls on questions and assistance pertaining to these migrations
• Tracking Customer communication and overall completion
• Utilizing Salesforce for email communication and case tracking

REQUIRED SKILLS AND EXPERIENCE

• 4+ years application/desktop support
• Windows support VPN knowledge Printer support
• TCP/IP & DNS basics Microsoft 365
• Salesforce experience preferred (or similar CRM/Ticketing)