Remote IT Support Specialist

AgileEngine; Pereira; Presencial; COP 157.040.000 - 204.152.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Growth without limits

Competitive compensation

Flexibility

Meaningful, modern projects

Collaborative culture

Well-being & support

Descripción de la vacante

AgileEngine is seeking an IT Support Technician to deliver Tier 1 and Tier 2 remote support for employees, handling software, hardware, endpoints, and connectivity issues across channels. You will triage requests, document resolutions, and contribute to knowledge articles.

The role is LatAm-based with overlap to PST business hours, requiring strong communication and a proactive approach to service improvements and automation.

Formación

• 3+ years of experience in IT Support or related roles.
• Proven experience providing Tier 1 and Tier 2 remote IT support for end-users.
• Strong background diagnosing and troubleshooting software, hardware, endpoints, systems, applications, access, and network connectivity.
• Experience with ITSM platforms and ticketing systems to log, track, document, and manage interactions.
• Familiarity with administrative tools and elevated access for troubleshooting and configuration.
• Ability to triage requests, resolve issues, or escalate with ownership.

Responsabilidades

• Provide Tier 1 and Tier 2 remote IT support for employees via chat, email, phone, and video.
• Triage, diagnose, and resolve issues; escalate when needed and own the ticket until handoff.
• Maintain clear, professional communication throughout the support lifecycle.
• Log and document troubleshooting steps, evidence, impact, and resolution in tickets.
• Identify recurring issues and contribute to knowledge articles, runbooks, and process improvements.
• Collaborate with support teams and stakeholders to improve efficiency and SLAs.

Conocimientos

Remote IT support

ITSM ticketing

Customer service

English (Upper-Intermediate)

Troubleshooting

Herramientas

Ticketing systems

Administrative tools / elevated access

Descripción del empleo

AgileEngine is seeking an IT Support Technician to deliver Tier 1 and Tier 2 remote support for employees, handling software, hardware, endpoints, and connectivity issues across channels. You will triage requests, document resolutions, and contribute to knowledge articles.

The role is LatAm-based with overlap to PST business hours, requiring strong communication and a proactive approach to service improvements and automation.