Remote IT Help Desk Analyst: Customer-Driven Tech Support

LanceSoft, Inc.; Bogotá ciudad; A distancia; COP 18.000.000 - 30.000.000; Jornada completa

Descripción de la vacante

LanceSoft, Inc. is seeking an IT Help Desk specialist based in Bogota with remote work flexibility. The role involves first-level IT support across hardware, software, and networks, handling calls, chats, and email, and meeting SLA targets.

Training is provided for two weeks, followed by a shift from 11 am to 8 pm Colombia time. Strong English (B2-C1) and experience with Windows 11, Office 365, Active Directory, and common helpdesk tools are required.

Formación

• 1–3 years of experience in customer service or IT helpdesk.
• Advanced English Proficiency (Level B2-C1).
• Experience supporting hardware and software across desktops, laptops, printers, and mobile devices.

Responsabilidades

• Deliver prompt, courteous support via phone, chat, and email.
• Respond to tickets and escalate when needed.
• Guide users through troubleshooting using Teams, ServiceNow, Cisco WebEx, Bomgar; document resolutions.
• Collaborate with IT team to resolve hardware, software, and operational issues within SLAs.

Conocimientos

IT support

Customer service

English proficiency

Educación

Bachelor's degree

Herramientas

ServiceNow

Bomgar/BeyondTrust

Cisco WebEx

Active Directory

Office 365

Descripción del empleo

LanceSoft, Inc. is seeking an IT Help Desk specialist based in Bogota with remote work flexibility. The role involves first-level IT support across hardware, software, and networks, handling calls, chats, and email, and meeting SLA targets.

Training is provided for two weeks, followed by a shift from 11 am to 8 pm Colombia time. Strong English (B2-C1) and experience with Windows 11, Office 365, Active Directory, and common helpdesk tools are required.