Remote IT Support Technician - Tier 1/2 & Growth

AgileEngine; Sur; Presencial; COP 131.914.000 - 204.152.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Growth opportunities

Competitive pay

Remote-friendly

Modern projects

Collaborative culture

Well-being programs

Descripción de la vacante

AgileEngine is seeking an IT Support Technician to provide Tier 1 and Tier 2 remote support for a large technology company. The role requires overlap with PST business hours and is based in LatAm with remote work options.

You will triage, diagnose, and resolve issues across software, hardware, endpoints, and networks, while maintaining thorough ticket documentation and contributing to knowledge articles and process improvements.

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.
• Familiarity with using administrative tools and elevated access to perform troubleshooting and configuration activities.
• Demonstrated ability to triage requests, resolve issues independently or escalate appropriately while maintaining ticket ownership.
• Ability to participate in queue management, operational reporting, and service-level compliance.
• Analytical skills to identify recurring problems, friction, and automation opportunities.
• Excellent customer service and professional communication across remote channels.
• Upper-Intermediate English level.

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 through ITSM workflows, chat, email, phone, and video channels.
• Triage requests, diagnose and resolve Tier 1 issues, escalate when needed while maintaining ownership.
• Own escalated tickets and subtasks through resolution or handoff.
• Perform advanced troubleshooting across software, endpoints, applications, access systems, and network connectivity.
• Maintain clear, concise, and professional communication with employees throughout the support lifecycle.
• Log, track, and maintain complete ticket documentation including troubleshooting, evidence, impact, decisions, progress, and final resolution.
• Identify recurring issues and gaps and contribute to service improvements and long-term actions.
• Create and improve knowledge articles, runbooks, and troubleshooting guides.
• Identify opportunities to shift work from Tier 2 to Tier 1 or self-service; pursue automation and better routing.
• Support technology rollouts, testing, operational initiatives, and hypercare as needed.
• Participate in collaboration channels, queue management, performance reviews, and reporting.
• Follow SLA, security, access-control, privacy, and change-management requirements.

Conocimientos

Remote IT support

Customer service

Troubleshooting

Ticketing systems

Communication skills

Analytical thinking

Herramientas

ITSM platforms

Admin tools

Elevated access

Descripción del empleo

AgileEngine is seeking an IT Support Technician to provide Tier 1 and Tier 2 remote support for a large technology company. The role requires overlap with PST business hours and is based in LatAm with remote work options.

You will triage, diagnose, and resolve issues across software, hardware, endpoints, and networks, while maintaining thorough ticket documentation and contributing to knowledge articles and process improvements.