Remote IT Help Desk Specialist (Tier 1)

Sutherland; Bogotá; Presencial; COP 44.640.000 - 72.540.000; Jornada completa

Descripción de la vacante

Sutherland is seeking an IT Support Specialist (Tier 1) to serve as the first point of contact for end-users needing technical assistance. This role will monitor, troubleshoot, and resolve Level 1 issues remotely to keep staff and scholars equipped for success.

You will provide remote support for hardware, software, and specialized technology and escalate Level 2/3 issues as needed. The ideal candidate has 2+ years of enterprise IT support experience and strong ServiceNow usage skills.

Formación

• Advanced English level (B2 or higher).
• 2+ years of direct experience in enterprise-level IT customer and application support.
• Hands-on experience using ServiceNow for ticket management, asset tracking, and knowledge base utilization.
• Experience supporting core enterprise applications (Okta, Google Workplace, Workday, JAMF).
• Foundational knowledge of network protocols and standards.
• Excellent oral and written interpersonal communication skills.
• Exposure to IT project lifecycle models.

Responsabilidades

• Provide first-line remote support for PC hardware, software, and specialized technology.
• Escalate complex Level 2/Level 3 issues to appropriate internal teams.

Conocimientos

Advanced English (B2+)

IT support

Communication skills

Prioritization under pressure

Herramientas

ServiceNow

Okta

Google Workplace

Workday

JAMF

Descripción del empleo

Sutherland is seeking an IT Support Specialist (Tier 1) to serve as the first point of contact for end-users needing technical assistance. This role will monitor, troubleshoot, and resolve Level 1 issues remotely to keep staff and scholars equipped for success.

You will provide remote support for hardware, software, and specialized technology and escalate Level 2/3 issues as needed. The ideal candidate has 2+ years of enterprise IT support experience and strong ServiceNow usage skills.