IT Help Desk Support

Booth; Colombia; Remote; COP 189,843,000 - 284,765,000; Full time

Benefits offered by this job

Indefinite contract

Remote setup provided

Job summary

Booth is seeking a Technology Support Associate to be the frontline for employee technology needs. You will troubleshoot complex issues, provide excellent customer service, and lead Tier-1 support for enterprise AI tools like Claude Enterprise and Microsoft 365 Copilot.

You will handle remote support for Macs/iOS with JAMF, manage Active Directory tasks, and collaborate with vendors. A strong emphasis on onboarding/offboarding provisioning and knowledge base updates is required.

Qualifications

• Minimum 4 years of experience in remote technology support at an enterprise level.
• Strong customer service and communication skills with a calm, methodical approach.
• Experience troubleshooting software, hardware, and network issues remotely.
• Familiarity with device management and SaaS/AI tool provisioning concepts.

Responsibilities

• Serve as first point of contact for all tech-related requests via phone, ticketing, and chat.
• Troubleshoot and resolve issues for PCs, mobile devices, and peripherals remotely.
• Document and track issues through resolution using ticketing workflows.
• Perform root-cause analysis and escalate to engineering when needed.
• Assist with remote network administration and coordinate with vendors.
• Manage AI tool access provisioning during onboarding/offboarding.
• Maintain and update internal FAQs and knowledge base articles.

Skills

Customer service

Troubleshooting

Remote IT support

Documentation

Escalation management

Tools

JAMF Device Management

Active Directory

Zoom

Job description

We are partnering with an innovative international client to find a Technology Support Associate who will serve as the frontline hero for all employee technology needs. In this role, you won't just be resetting passwords—you will be troubleshooting complex issues, providing exceptional customer service, and pioneering Tier-1 support for enterprise AI tools like Claude and Microsoft 365 Copilot.

What You Will Do:

Core IT Support (85%)

• Act as the first point of contact for all tech-related requests via phone, ticketing systems, and chat, ensuring prompt and empathetic customer service.
• Troubleshoot and resolve software, hardware, and network issues remotely for PCs, mobile devices, and peripherals.
• Document, track, and manage all issues through to resolution using established ticketing workflows.
• Recreate user issues, perform root-cause analysis, and test possible solutions before escalating to advanced engineering teams when necessary.
• Assist with remote network administration and collaborate professionally with third-party technology vendors.
• Serve as the go-to resource for employee questions regarding AI tool access, accounts, and approved use cases.
• Manage AI account provisioning and deprovisioning during employee onboarding and offboarding.
• Maintain and update internal FAQs and Knowledge Base (KB) articles to empower users with self-service solutions.

Requirements:

• Minimum of 4 years of experience in remote Technology support at an enterprise corporate level
• Knowledge of mobile device configuration and support (Apple and Android).
• Required experience in supporting Mac OS laptops and iOS devices, preferably with JAMF Device Management Utility.
• Experience with Active Directory preferred.
• Experience with Zoom communication platform.
• Ability to handle sensitive and challenging support situations with a calm and methodical approach.
• Experience working with Executives and sensitive Technology situations.
• Proven ability and desire to learn new software systems.
• Interest in and willingness to learn enterprise AI tools such as Claude Enterprise and Microsoft 365 Copilot; prior exposure a plus.
• Basic understanding of user account and access concepts (provisioning, deprovisioning, and role-based access) as they apply to SaaS and AI platforms.
• Comfort following documented runbooks and knowledge base procedures to resolve support requests consistently.

What we offer:

• Indefinite contract
• Remote set up - we provide the computer!