IT HELP DESK

Movate; Perímetro Urbano Barranquilla; Presencial; COP 22.320.000 - 40.176.000; Jornada completa

Descripción de la vacante

Movate is seeking an IT Systems Engineer (Tier 1) to serve as a key technical resource in our support organization, addressing both basic and complex issues. You will work directly with clients to resolve support tickets, troubleshoot systems, servers, networks, and cloud infrastructure.

You will own customer cases, ensure timely resolution, provide exceptional service, and route advanced problems to Tier 3 when necessary while contributing to continuous improvement across the team.

Formación

• customer-facing IT support experience.

Responsabilidades

• Handle and resolve support tickets from various channels (phone, email, customer portal).
• Troubleshoot issues beyond basic workstation problems, including servers, networks, and cloud systems.
• Collaborate with team members and escalate advanced issues to Tier 3 when appropriate.
• Take full ownership of customer tickets, document resolutions, and update internal procedures.
• Assist with system monitoring and respond to alerts.
• Participate in ongoing training and certifications with flexible shifts including holidays and weekends.

Conocimientos

Customer service

Troubleshooting

Ticket management

English communication

Herramientas

Microsoft AD/Azure/Entra ID

M365

Intune

RMM tools

Remote support tools

Descripción del empleo

We are seeking an IT Systems Engineer (Tier 1) to serve as a key technical resource in our support organization, addressing both basic and complex technical issues. In this role, you will work directly with clients to resolve support tickets, troubleshoot systems, servers, network devices, and cloud infrastructure, and handle internal escalations while routing advanced cases to the Tier 3 team when necessary. You will play a vital role in taking ownership of customer cases, ensuring timely resolution, providing exceptional customer service, and assisting with baseline tasks during peak times to drive efficient operations across the team.

Responsibilities

• Ticket Management & Resolution: Handle and resolve support tickets from various channels (phone, email, customer portal), ensuring timely and thorough resolution.
• Technical Troubleshooting: Troubleshoot and resolve issues beyond basic workstation problems, including servers, networks, and cloud-based systems at a foundational level.
• Escalation & Collaboration: Collaborate with team members, support Tier 1 staff as needed, and escalates advanced issues to Tier 3 when appropriate.
• Documentation & Ownership: Take full ownership of customer tickets, document issue resolutions, and update internal technical procedures.
• System Monitoring: Assist with system monitoring, proactively responding to alerts and technical indicators.
• Continuous Improvement & Flexibility: Engage in ongoing training and certification programs to improve skills, with the flexibility to work various shifts, including holidays and weekends.

Qualifications

• Minimum 6 months to 1+ year of experience supporting and troubleshooting IT environments (networks, servers, and cloud platforms).
• Hands-on use and management of Microsoft AD/Azure/Entra ID, M365, Intune.
• Experiencing working in a managed services environment and/or RMM and remote support tools.
• Excellent knowledge of Windows 11 operating systems and support.
• Customer-facing Tier 1/2 troubleshooting experience.
• Good ticket documentation and escalation practices including client-specific processes
• Strong customer service skills.
• Advanced English.