Junior IT Support Analyst — Make Tech Work for People

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

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.