Remote IT Support Specialist (Tier 1–2)

AgileEngine; Metropolitana; Presencial; COP 75.379.000 - 131.914.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Growth opportunities

Competitive pay

Remote work

Challenging projects

Collaborative culture

Well-being programs

Descripción de la vacante

AgileEngine seeks an experienced IT Support Technician to deliver Tier 1 and Tier 2 remote support for employees across a large technology company. You will triage requests, resolve issues within scope, and escalate when needed while maintaining ticket ownership.

Based in LatAm with overlap to PST hours, you will contribute to knowledge bases and service improvements and work with IT teams and stakeholders to ensure smooth operations.

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.
• Experience with ITSM platforms and ticketing systems to log, track, document, and manage user interactions.
• Familiarity with administrative tools and elevated access for troubleshooting.
• Ability to triage requests, resolve issues, and maintain ticket ownership.
• Strong communication across multiple remote channels and English proficiency.

Responsabilidades

• Serve as a first point of contact for employee technical issues via multiple channels.
• Provide remote Tier 1 and Tier 2 support and triage requests.
• Own escalated tickets through resolution and notify handoff recipients.
• Troubleshoot software, hardware, endpoints, and network connectivity.
• Document troubleshooting steps, evidence, impact, and final outcomes.

Conocimientos

IT Support

Remote Support

ITSM

Ticketing

Troubleshooting

Customer Service

English

Herramientas

ITSM tools

Descripción del empleo

AgileEngine seeks an experienced IT Support Technician to deliver Tier 1 and Tier 2 remote support for employees across a large technology company. You will triage requests, resolve issues within scope, and escalate when needed while maintaining ticket ownership.

Based in LatAm with overlap to PST hours, you will contribute to knowledge bases and service improvements and work with IT teams and stakeholders to ensure smooth operations.