Remote IT Support Technician (Tier 1–2)

AgileEngine, LLC.; Centrosur; Presencial; COP 124.583.000 - 218.021.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Growth without limits

Competitive compensation

Flexibility

Meaningful, modern projects

Collaborative culture

Well-being & support

Descripción de la vacante

AgileEngine is seeking an IT Support Technician to provide Tier 1 and Tier 2 remote support for employees at a large technology company, handling software, hardware, endpoints, and connectivity issues. You will triage, resolve within scope, and escalate as needed, while contributing to documentation and service improvements.

The role requires overlap with PST business hours and is based in LatAm. The ideal candidate has 3+ years in IT support, experience with ITSM/ticketing, and strong

Formación

• 3+ years of experience in IT support or related roles.
• Experience providing Tier 1 and Tier 2 remote IT support for end-users.
• Strong troubleshooting across software, hardware, endpoints, and networks.
• Familiarity with ITSM platforms and ticketing systems.
• Experience using administrative tools and elevated access for troubleshooting.
• Ability to triage, escalate, and own tickets with cross-team collaboration.
• Strong communication for remote support across multiple channels.

Responsabilidades

• Serve as first point of contact for employee technical issues.
• Provide remote support via chat, email, phone, video and ITSM workflows.
• Triage requests and diagnose Tier 1 issues; escalate when needed.
• Own escalated tickets through resolution and handoff.
• Document troubleshooting steps, impact, and final resolutions.
• Identify recurring issues and contribute to improvements and knowledge articles.
• Support tech rollouts, hypercare, and collaboration with support teams.
• Ensure compliance with SLAs, security, and change-management requirements.

Conocimientos

IT Support

Remote support

ITSM platforms

Ticketing systems

Troubleshooting

Customer service

Descripción del empleo

AgileEngine is seeking an IT Support Technician to provide Tier 1 and Tier 2 remote support for employees at a large technology company, handling software, hardware, endpoints, and connectivity issues. You will triage, resolve within scope, and escalate as needed, while contributing to documentation and service improvements.

The role requires overlap with PST business hours and is based in LatAm. The ideal candidate has 3+ years in IT support, experience with ITSM/ticketing, and strong