Hybrid Tier 1 IT Support Technician (Mon & Fri Remote)

Solvo Global; Bogotá; Hybrid; COP 18,000,000 - 30,000,000; Full time

Job summary

Solvo Global Inc. is hiring a Tier 1 Support Technician in Bogota, Colombia. The role focuses on initial user interactions, triage, and basic issue resolution with strong emphasis on documentation and customer service.

You will handle password resets, AD management, and SaaS app support in a hybrid work setup (Mondays and Fridays from home). The ideal candidate has 6 months to 1 year of Tier 1 experience, solid communication skills, and familiarity with Office 365, Windows 11, Zendesk,

Qualifications

• Experience in a Tier 1 support role (6 months to 1 year).
• Basic troubleshooting ability.
• Familiarity with Microsoft 365, Windows 11, and SaaS tools.
• Working knowledge of Active Directory, MFA, VPN, and cloud services.

Responsibilities

• Handle password resets, MFA enrollments, and identity verification.
• Manage AD attributes, group memberships, and folder permissions.
• Assist with RingCentral setup and user configurations.
• Support Cloudflare VPN connectivity and access to resources.
• Transfer and set up user data on new machines using Cloudflare/OneDrive.
• Troubleshoot Windows 11 endpoint issues (logon, performance, hardware, config).
• Provide Office 365, Zoom, Teams, and other Office suite support.
• Provide entry‑level support for business apps (Applied Epic, Salesforce, SaaS apps).
• Support Citrix environments, including recovery and profile rebuilding.
• Provide printer setup and configuration for office and remote users.
• Support Zoom Rooms connectivity and AV troubleshooting.
• Assist users with Intune enrollment for secure access.
• Set up home printers within Cloudflare environment.
• Recover local machine accounts protected by BitLocker.
• Document interactions in Zendesk for traceability.
• Escalate issues to appropriate teams as needed.
• Deliver excellent customer service to employees.

Skills

Customer service

Communication (verbal & written)

Critical thinking

Problem solving

Documentation & ticketing

Escalation management

Tools

Active Directory

Office 365

Windows 11

MFA administration

VPN connectivity

OneDrive

Zendesk

RingCentral

Cloudflare

Citrix

Intune

BitLocker

Salesforce

Zoom

ZapDesk

Job description

Solvo Global Inc. is hiring a Tier 1 Support Technician in Bogota, Colombia. The role focuses on initial user interactions, triage, and basic issue resolution with strong emphasis on documentation and customer service.

You will handle password resets, AD management, and SaaS app support in a hybrid work setup (Mondays and Fridays from home). The ideal candidate has 6 months to 1 year of Tier 1 experience, solid communication skills, and familiarity with Office 365, Windows 11, Zendesk,