Remote IT Support Technician – Tier 1/2 Expert

AgileEngine, LLC.; Perímetro Urbano Barranquilla; Presencial; COP 30.000.000 - 50.000.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Growth opportunities

Competitive pay

Remote 100%

Challenging projects

Collaborative culture

Well-being support

Descripción de la vacante

AgileEngine, LLC. is seeking an IT Support Technician to provide Tier 1 and Tier 2 remote support for employees of a large technology company. You will triage requests via ticketing, chat, email, phone, and video, and contribute to documentation and service improvement initiatives.

The role requires overlap with PST business hours and is based in LatAm. You will diagnose and resolve issues across software, hardware, endpoints, applications, access, and connectivity while maintaining ticket

Formación

• 3+ years of IT support or related roles.
• Experience providing Tier 1 and Tier 2 remote IT support for end-users.
• Experience with ITSM platforms and ticketing systems.
• Ability to triage, troubleshoot, and escalate effectively.
• Excellent customer service and communication across remote channels.

Responsabilidades

• Serve as a first point of contact for employee technical issues across software, hardware, endpoints, systems, applications, access, and network connectivity.
• Provide remote support via chat, email, phone, and video.
• Triage requests, diagnose issues at Tier 1, and escalate when needed.
• Own escalated tickets through resolution and handoff to appropriate teams.
• Perform advanced troubleshooting using admin tools and elevated access.
• Maintain clear and professional communication throughout the support lifecycle.
• Log and document troubleshooting steps, evidence, impact, decisions, and resolutions.
• Identify recurring issues and contribute to improvements and knowledge base content.
• Assist with automation, routing enhancements, and workflow optimization.

Conocimientos

IT Support

Tier 1/2 support

Remote support

Troubleshooting

Customer service

Queue management

Documentation

Collaboration

Herramientas

ITSM platforms

Ticketing systems

Administrative tools

Descripción del empleo

AgileEngine, LLC. is seeking an IT Support Technician to provide Tier 1 and Tier 2 remote support for employees of a large technology company. You will triage requests via ticketing, chat, email, phone, and video, and contribute to documentation and service improvement initiatives.

The role requires overlap with PST business hours and is based in LatAm. You will diagnose and resolve issues across software, hardware, endpoints, applications, access, and connectivity while maintaining ticket