Remote IT Support Technician - Tier 1/2 with Growth

AgileEngine, LLC.; Pereira; Presencial; COP 130.813.000 - 193.104.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Growth without limits

Competitive compensation

Flexibility: 100% remote

Descripción de la vacante

AgileEngine, LLC. is seeking an IT Support Technician to provide Tier 1 and Tier 2 remote support for employees across a large technology company. You will triage requests, resolve issues within scope, escalate appropriately, and contribute to documentation and service improvements.

The role is based in LatAm and requires overlap with PST business hours. You will handle software, hardware, endpoints, applications, access, and network connectivity issues via ITSM, chat, email, phone, and video

Formación

• 3+ years of IT support experience.
• Experience providing Tier 1 and Tier 2 remote IT support for end-users.
• Strong troubleshooting across software, hardware, endpoints, systems, applications, access, and network connectivity.
• Experience with ITSM platforms to log, track, document, and manage user interactions.
• Familiar with using administrative tools and elevated access for troubleshooting.
• Ability to triage incoming requests and own tickets end to end.
• Experience with queue management, operational reporting, and service-level compliance.
• Analytical skills to identify recurring problems and automation opportunities.
• Excellent customer service and professional communication across remote channels.

Responsabilidades

• First contact for employee technical issues across software, hardware, endpoints, and network.
• Provide remote support through ITSM, chat, email, phone, and video.
• Triage requests, diagnose and resolve Tier 1 issues, escalate when needed.
• Own escalated tickets and subtasks through resolution or handoff.
• Perform advanced troubleshooting using admin tools and elevated access.
• Maintain clear, professional communication throughout the support lifecycle.
• Log and document troubleshooting steps, evidence, impact, decisions, and resolution.
• Identify recurring issues and contribute to service improvements.
• Create and improve knowledge articles and runbooks.
• Suggest automation and improved routing to optimize workflows.
• Support technology rollouts, testing, and hypercare activities.
• Participate in collaboration, queue management, and service-performance reviews.
• Follow SLA, security, access-control, privacy, and change-management requirements.
• Adapt to process changes while maintaining documentation.
• Collaborate with support teams and stakeholders for high-quality employee support.

Conocimientos

IT support

Tier 1/2 support

Remote support

ITSM tools

Troubleshooting

Communication

Ticket ownership

Herramientas

ITSM tools

Descripción del empleo

AgileEngine, LLC. is seeking an IT Support Technician to provide Tier 1 and Tier 2 remote support for employees across a large technology company. You will triage requests, resolve issues within scope, escalate appropriately, and contribute to documentation and service improvements.

The role is based in LatAm and requires overlap with PST business hours. You will handle software, hardware, endpoints, applications, access, and network connectivity issues via ITSM, chat, email, phone, and video