Remote IT Support Technician | Growth & Flexible Hours

AgileEngine, LLC.; Capital; Presencial; COP 36.000.000 - 52.000.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Growth opportunities

Competitive compensation

100% remote with flexible hours

Learning budget

Descripción de la vacante

AgileEngine is seeking an IT Support Technician to provide Tier 1 and Tier 2 remote support for employees, handling software, hardware, endpoints, applications, access, and connectivity issues via ticketing, chat, email, phone, and video channels. You will triage requests, resolve within scope, escalate when needed, and contribute to documentation and service improvements.

The role is based in LatAm with overlap to PST business hours, and requires strong communication and customer service skills

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.
• Strong background in diagnosing and troubleshooting issues across software, hardware, endpoints, systems, applications, access, and network connectivity.
• Experience working with ITSM platforms and ticketing systems to log, track, document, and manage user interactions.

Responsabilidades

• Serve as a first point of contact for employee technical issues involving software, hardware, endpoints, systems, applications, access, and network connectivity.
• Provide remote support through approved channels, including ITSM workflows, chat, email, phone, and video.
• Effectively triage incoming requests, diagnose and resolve Tier 1 issues whenever possible, and determine the appropriate path to resolution.
• Own escalated tickets and subtasks through resolution or successful handoff, maintaining coordination ownership until the receiving team accepts the handoff.
• Perform advanced troubleshooting across software, endpoints, applications, access systems, and network connectivity using approved administrative tools and elevated access.
• Maintain clear, concise, and professional communication with employees throughout the support lifecycle.
• Log, track, and maintain complete ticket documentation, including troubleshooting performed, supporting evidence, impact, decisions, progress, and final resolution.
• Identify recurring issues, operational friction, and documentation gaps and contribute to service improvements and longer-term corrective actions.
• Create and improve knowledge articles, runbooks, troubleshooting guides, and support documentation.
• Identify opportunities to shift appropriate work from Tier 2 to Tier 1 or self-service, as well as opportunities for automation, improved routing, and more efficient support workflows.
• Support technology rollouts, testing, operational initiatives, and hypercare activities as needed.
• Participate in assigned collaboration and support channels, queue management, quality reviews, operational reporting, and service-performance reviews.
• Follow all applicable service-level, security, access-control, privacy, and change-management requirements.
• Adapt to changes in approved processes, workflows, technologies, and support documentation while maintaining accurate and thorough documentation.
• Collaborate effectively with support teams, service leads, and other technical stakeholders to provide a high-quality employee support experience and continuously improve support efficiency and quality.

Conocimientos

IT Support experience

Tier 1 & 2 support

Customer service

Communication

Herramientas

ITSM platforms

Ticketing systems

Administrative tools

Descripción del empleo

AgileEngine is seeking an IT Support Technician to provide Tier 1 and Tier 2 remote support for employees, handling software, hardware, endpoints, applications, access, and connectivity issues via ticketing, chat, email, phone, and video channels. You will triage requests, resolve within scope, escalate when needed, and contribute to documentation and service improvements.

The role is based in LatAm with overlap to PST business hours, and requires strong communication and customer service skills