Junior IT Support Analyst

CBTW Americas; Bogotá; Presencial; COP 24.000.000 - 42.000.000; Jornada completa

Descripción de la vacante

CBTW Americas in Bogotá, Colombia seeks a Level 1 Support Analyst to be the first point of contact for technical support. You will diagnose and resolve hardware, software, and network issues, ensuring employees can work efficiently and effectively.

The role emphasizes strong English communication, basic networking, and familiarity with ITSM systems like Zendesk or ServiceNow. A supportive team environment and growth opportunities are highlighted.

Formación

• 2+ years in call center, IT help desk, or service desk.
• English fluency with ability to explain technical concepts clearly.
• Familiar with Windows/macOS and Microsoft 365.
• Basic networking concepts (TCP/IP, DNS, DHCP, VPN).
• Experience using ITSM systems (Zendesk/Jira/ServiceNow).
• Customer-focused and patient with strong problem-solving.

Responsabilidades

• Serve as primary contact for IT support requests via phone, email, and ticketing.
• Provide first-level support for fintech platform issues and file processing.
• Log and manage incidents in ITSM system.
• Perform basic troubleshooting for OS and office software.
• Escalate complex issues to Level 2 with detailed documentation.
• Assist with user accounts, password resets, and permissions.
• Create and maintain knowledge base articles for end users.
• Maintain professionalism and high customer satisfaction.

Conocimientos

English proficiency

Customer service

Problem solving

IT help desk

Communication skills

Educación

Associate/Bachelor's in IT or CS

Herramientas

Zendesk

Jira Service Management

ServiceNow

Microsoft 365

Descripción del empleo

We are a global tech solutions company that believes Collaboration Betters The World.

Leveraging strategy, technology, and design, we partner with organizations worldwide to offer comprehensive solutions from idea conception to product realization. We work with people around the globe to advise, build, run, and support the creation of products with purpose.

What We Are Looking For

We are seeking a motivated and skilled Level 1 Support Analyst to be the first point of contact for our employees' technical support needs. The ideal candidate is a natural problem-solver with excellent communication skills and a passion for helping others. You will be responsible for diagnosing and resolving a wide range of hardware, software, and network issues, ensuring our team can work efficiently and effectively.

Key Responsibilities:

• Serve as the primary point of contact for IT support requests received via phone, email, and our ticketing system.
• Provide timely and effective first-level support for issues related to a fintech technology platform, including file processing, application monitoring alerts, and general customer issues.
• Log, prioritize, and manage all incidents and service requests in our IT service management platform (e.g., Zendesk, Jira Service Management, ServiceNow).
• Perform basic troubleshooting for common operating systems (e.g., Windows 10/11, macOS) and standard office software (e.g., Microsoft 365 Suite).
• Escalate complex or unresolved issues to Level 2 support teams with clear and detailed documentation.
• Assist with user account management, including password resets and permission assignments.
• Guide users through step-by-step solutions and create easy-to-understand documentation and knowledge base articles.
• Maintain a high level of professionalism and customer satisfaction in all interactions.

Required Skills and Qualifications:

• A minimum of 2 years of professional experience in a call center, IT help desk, or service desk environment.
• High level of proficiency in both spoken and written English, with the ability to communicate technical concepts clearly to non-technical users.
• Strong familiarity with common operating systems (Windows, macOS) and standard office software (e.g., Microsoft 365, Google Workspace).
• A basic understanding of networking concepts, including TCP/IP, DNS, DHCP, and VPN.
• Hands-on experience using and managing tickets within an ITSM system such as Zendesk, Jira Service Management, ServiceNow, or a similar platform.
• A strong customer service orientation and a patient, positive attitude.
• Excellent problem-solving and critical thinking skills, with the ability to analyze issues and identify effective solutions.

Preferred Qualifications:

• An Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field.
• Industry certifications such as CompTIA A+, Network+, or ITIL Foundations.
• Experience with Active Directory and user account administration.