Remote IT Support Specialist - Tier 1

Sutherland Global; Bogotá; On-site; COP 27,900,000 - 39,060,000; Full time

Job summary

Sutherland Global in Bogotá is seeking an IT Support Specialist (Tier 1) to be the first point of contact for end-users seeking technical assistance. You will monitor, troubleshoot, and resolve Level 1 issues remotely, ensuring staff have the tools they need to succeed.

You will triage requests via ServiceNow, provide remote support for hardware and software, and assist with account management, software deployments, and knowledge base articles.

Qualifications

• 2+ years of enterprise IT support experience (remote support preferred).
• Proficient with ServiceNow for ticketing, asset tracking, and knowledge base usage.
• Experience supporting core enterprise apps: Okta, Google Workspace, Workday, JAMF.
• Strong communication skills with a focus on empathetic customer service over phone or chat.
• Ability to work in a distributed team and manage priorities in a high-pressure environment.

Responsibilities

• Ticket triage: log and respond to requests via ServiceNow with SLA adherence.
• Provide first-line remote support for PC hardware, software, and specialized tech.
• Conduct routine remote health checks and audits on enterprise systems for compliance.
• Assist in remote setup and provisioning of laptops and peripherals for onboarding.
• Push software installations, updates, and repairs using endpoint management tools.
• Track and maintain asset records in ServiceNow CMDB/Asset Management modules.
• Create and publish user documentation and KB articles.

Skills

ServiceNow

Remote support

Customer service

Ticket management

Endpoint management

Tools

Okta

Google Workplace

Workday

JAMF

Job description

Sutherland Global in Bogotá is seeking an IT Support Specialist (Tier 1) to be the first point of contact for end-users seeking technical assistance. You will monitor, troubleshoot, and resolve Level 1 issues remotely, ensuring staff have the tools they need to succeed.

You will triage requests via ServiceNow, provide remote support for hardware and software, and assist with account management, software deployments, and knowledge base articles.