Remote IT Support Specialist (Tier 1)

Sutherland; Bogotá ciudad; On-site; COP 42,000,000 - 60,000,000; Full time

Job summary

Sutherland is seeking a proactive IT Support Specialist (Tier 1) in Bogotá to be the first point of contact for user technical assistance. You will remotely monitor, troubleshoot, and resolve Level 1 issues, deploying software, configuring devices, and managing access using ServiceNow and other tools.

You will triage requests, support PCs and peripherals, and collaborate with vendors and internal teams to uphold SLAs and ensure secure, smooth IT operations for staff and scholars.

Qualifications

• 2+ years of direct enterprise IT support experience.
• Experience using ServiceNow for ticket management and asset tracking.
• Experience supporting Okta, Google Workspace, Workday, and JAMF.

Responsibilities

• Triage, log, and respond to inbound IT support requests via ServiceNow with SLA adherence.
• Provide first-line remote support for PCs, software, and peripheral devices; escalate complex issues.
• Perform routine remote health checks and audits on enterprise systems for security and software compliance.
• Assist in remote setup and provisioning of laptops and peripherals for onboarding.
• Push remote software installations, updates, and repairs via endpoint management tools.
• Maintain accurate records of hardware and software licenses in ServiceNow CMDB/Asset Management.
• Create and publish user documentation and KB articles in ServiceNow.
• Coordinate with external hardware and software vendors to resolve ongoing issues.

Skills

ServiceNow

Okta

Google Workspace

Workday

JAMF

Networking basics

Communication skills

IT project lifecycle

Team collaboration

Tools

ServiceNow

Okta

JAMF

Job description

Sutherland is seeking a proactive IT Support Specialist (Tier 1) in Bogotá to be the first point of contact for user technical assistance. You will remotely monitor, troubleshoot, and resolve Level 1 issues, deploying software, configuring devices, and managing access using ServiceNow and other tools.

You will triage requests, support PCs and peripherals, and collaborate with vendors and internal teams to uphold SLAs and ensure secure, smooth IT operations for staff and scholars.