High-Volume IT Support Specialist

Carbon Health; Bogotá; Híbrido; COP 36.000.000 - 56.000.000; Jornada completa

Descripción de la vacante

Carbon Health is seeking an IT Support Specialist to help our Support Engineering team meet internal technology needs and resolve IT tickets with impactful, empathetic interactions. You will triage and solve tickets and escalate to the right teams when necessary, while documenting your steps for consistency.

In this fast-paced role, you will provide excellent customer service, uphold security policies like multi-factor authentication, and assist with access management.

Formación

• High School Diploma or equivalent.
• Experience in a high paced environment with independent workflows while resolving 60+ tickets weekly within an average SLA of 30 minutes to 1 hour.
• Experience assisting customers remotely via telephone, written correspondence, and video calls.
• Experience in both MacOS and Windows operating systems, able to troubleshoot and resolve hardware and software issues for computers, tablets, printers, scanners, and other peripherals.
• Understanding of password + security policies like multi-factor authentication and access management.
• Able to provide thorough and detailed analysis on issues and document findings + troubleshooting workflows in a timely and organized manner.
• Outstanding customer service and communication skillsets with empathetic and impactful problem solving.

Responsabilidades

• Work with IT Support team troubleshooting and resolving 60+ tickets weekly in order of priority and within our SLA commitments.
• Assist employees remotely via written correspondence, video calls, and telecommunications while documenting troubleshooting and analysis.
• Follow troubleshooting guides and escalation paths in a Jira ticketing system to address tickets effectively and quickly.
• Provide prompt and courteous customer service in all aspects of communication with Carbon Health staff.
• Assist with aspects of employee lifecycle and access management while upholding identity federation and compliance best practices.
• Assist with hardware and software troubleshooting and diagnosing IT problems with Carbon Health staff directly.

Educación

High School Diploma or equivalent

Herramientas

Jira

Google Workspace

Okta

Atlassian Cloud

Meraki MDM

Mosyle MDM

Descripción del empleo

Carbon Health is seeking an IT Support Specialist to help our Support Engineering team meet internal technology needs and resolve IT tickets with impactful, empathetic interactions. You will triage and solve tickets and escalate to the right teams when necessary, while documenting your steps for consistency.

In this fast-paced role, you will provide excellent customer service, uphold security policies like multi-factor authentication, and assist with access management.