Remote IT Support Specialist (Tier 1) – ServiceNow Pro

Sutherland; Bogotá ciudad; On-site; COP 24,000,000 - 60,000,000; Full time

Job summary

Sutherland in Bogotá is seeking an IT Support Specialist (Tier 1) to be the first point of contact for end-users and resolve Level 1 issues remotely. You will monitor, troubleshoot, and support staff with laptops, software, and access management using ServiceNow and other diagnostic tools.

Responsibilities include ticket triage, remote assistance, device provisioning, software updates, and maintaining CMDB records. Strong communication and collaboration in a distributed team are required.

Qualifications

• 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 utilization.
• Core systems experience including Okta, Google Workplace, Workday, and JAMF.
• Foundational knowledge of network protocols and standards, with remote troubleshooting for Macs, Chromebooks, and peripherals.

Responsibilities

• Triage, log, and respond to inbound support requests via ServiceNow with SLAs in mind.
• Provide first-line remote support for hardware, software, and tech issues; escalate complex items to Level 2/3 teams.
• Perform remote health checks and audits to ensure software and security compliance.
• Assist in remote setup, provisioning, and configuration of laptops and peripherals for onboarding.
• Push remote software installations, updates, and repairs using endpoint management tools.
• Track and maintain records of hardware and software licenses in ServiceNow CMDB/Asset Management modules.
• Develop and publish user documentation and KB articles in ServiceNow.
• Communicate with external vendors to resolve ongoing remote issues.

Skills

Ticket management

Remote support

System health

Device setup

Software management

Asset management

Knowledge base

Vendor liaison

Communication

Teamwork

Tools

ServiceNow

Okta

Google Workplace

Workday

JAMF

Job description

Sutherland in Bogotá is seeking an IT Support Specialist (Tier 1) to be the first point of contact for end-users and resolve Level 1 issues remotely. You will monitor, troubleshoot, and support staff with laptops, software, and access management using ServiceNow and other diagnostic tools.

Responsibilities include ticket triage, remote assistance, device provisioning, software updates, and maintaining CMDB records. Strong communication and collaboration in a distributed team are required.