Remote IT Support Specialist (Tier 1)

INGEPSY; Cundinamarca; Presencial; COP 22.320.000 - 35.712.000; Jornada completa

Descripción de la vacante

INGEPSY is seeking a Tier 1 IT Support Specialist to be the first point of contact for end-users. The role focuses on remote issue resolution, software deployment, and access management using ServiceNow and other diagnostic tools.

The candidate will triage tickets, perform basic PC/OS troubleshooting, and assist in onboarding with remote setup. Strong communication and 2+ years in IT support are required.

Formación

• 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.
• Experience supporting core enterprise apps including Okta, Google Workspace, Workday, and JAMF.
• Foundational knowledge of network protocols and remote troubleshooting for Macs, Chromebooks, and peripherals.
• Excellent oral and written communication with empathetic customer service.

Responsabilidades

• Triaging, logging, and responding to inbound support requests via ServiceNow within SLAs.
• Provide first-line remote support for PC hardware/software and peripherals; escalate complex issues appropriately.
• Conduct remote health checks and audits to ensure software and security compliance.
• Assist in remote setup and provisioning of laptops and peripherals for onboarding.
• Push remote software installations and updates using endpoint management tools.
• Track and maintain records of distributed hardware and software licenses in ServiceNow CMDB.
• Develop and publish user documentation and KB articles in ServiceNow.
• Communicate with external hardware/software vendors to resolve issues.

Conocimientos

Ticket Management

Remote Technical Support

System Health & Maintenance

Device Configuration

Software Management

Asset Management

Knowledge Management

Vendor Liaison

Communication

Project Skills

Team Player

Work Ethic

Educación

2+ years of enterprise IT customer and application support

Herramientas

ServiceNow

Okta

Google Workspace

Workday

JAMF

Descripción del empleo

INGEPSY is seeking a Tier 1 IT Support Specialist to be the first point of contact for end-users. The role focuses on remote issue resolution, software deployment, and access management using ServiceNow and other diagnostic tools.

The candidate will triage tickets, perform basic PC/OS troubleshooting, and assist in onboarding with remote setup. Strong communication and 2+ years in IT support are required.