IT Service Desk Specialist (L1) — Fast, Friendly Support

Auxis LLC; Puerto Bogotá; On-site; COP 20,088,000 - 33,480,000; Full time

Job summary

Auxis LLC is seeking an IT Service Desk Analyst (L1) in Colombia to serve as the first point of contact for users, addressing incidents and requests with strong customer service. You will document details, troubleshoot, and escalate where needed, supporting POS and network-related issues.

Bilingual English/Spanish is preferred, with a high school diploma and pursuing CS/IT as a nice-to-have. The role emphasizes adherence to SLAs, knowledge base usage, and collaboration with Tier 2/3 teams to

Qualifications

• 1+ year of technical support experience in IT service delivery.
• Familiar with ITIL concepts and best practices.
• Strong desktop and network basics knowledge.

Responsibilities

• Manage incident and request queue, ensuring proper logging and closure.
• Provide first-level IT support via phone, chat, or email.
• Escalate unresolved issues to higher tiers per procedures.
• Maintain accurate case records and update knowledge base as needed.
• Meet SLAs and communicate resolutions clearly to customers.

Skills

ITIL

Active Directory

Windows support

Customer service

Education

High school diploma

Pursuing CS/IT degree

Tools

Remote Desktop

Job description

Auxis LLC is seeking an IT Service Desk Analyst (L1) in Colombia to serve as the first point of contact for users, addressing incidents and requests with strong customer service. You will document details, troubleshoot, and escalate where needed, supporting POS and network-related issues.

Bilingual English/Spanish is preferred, with a high school diploma and pursuing CS/IT as a nice-to-have. The role emphasizes adherence to SLAs, knowledge base usage, and collaboration with Tier 2/3 teams to