IT Systems Engineer (Tier 1)

Movate; Perímetro Urbano Barranquilla; Presencial; COP 42.000.000 - 60.000.000; Jornada completa

Descripción de la vacante

Movate is seeking an IT Systems Engineer (Tier 1) to join our support organization. You will be a key technical resource handling tickets, troubleshooting servers, networks, and cloud infrastructure, and routing advanced cases to Tier 3 as needed.

You will own customer cases, ensure timely resolutions, and contribute to documentation and process improvements while supporting shifts, including holidays and weekends.

Formación

• 6 months to 1+ year of IT support experience.
• Hands-on management of Microsoft AD/Azure/Entra ID, M365, Intune.
• Experience in a managed services environment and/or with RMM/remote support tools.

Responsabilidades

• Handle and resolve tickets from multiple channels, ensuring timely resolution.
• Troubleshoot issues beyond basic workstation problems including servers and networks.
• Collaborate with team members and escalate advanced issues to Tier 3 when needed.
• Take ownership of customer tickets and document resolutions.
• Assist with system monitoring and respond to alerts.
• Engage in training and certifications to improve skills and adapt to shifts.

Conocimientos

Ticket management

Troubleshooting

Escalation

Documentation

System monitoring

Continuous improvement

Flexibility

Herramientas

Azure/Entra ID

M365

Intune

RMM

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 escalate 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.
• Good ticket documentation and escalation practices including client‑specific processes