IT Systems Engineer (Tier 1) - Customer-Focused Support

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

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.