Semi-Bilingual Help Desk Specialist (L1-L2 Support)

Unisys; Bogotá; Presencial; COP 27.900.000 - 39.060.000; Jornada completa

Descripción de la vacante

Unisys in Bogotá, Colombia is seeking an L1 IT Support Specialist to handle moderately complex questions, following guidelines and using experience with incidents and service requests.

You will support hardware, software, client and COTS applications, assist with network and user administration, and escalate complex issues to resolver teams when needed. This role also involves coaching L1 teammates and contributing to incident resolution with strong problem-solving skills.

Formación

• High School Diploma or GED required.
• May require technical certification or Associate Degree.
• Generally, 1-2years’ experience in area of responsibility.

Responsabilidades

• Answers moderately complex questions, following guidelines and using judgment based on experience with related incidents and service requests.
• Requests handled include support of hardware, software, client and COTS applications as well as network and user administration.
• Escalates complex problems to other resolver teams or vendors.
• Utilizes problem solving and analytical skills to effectively resolve challenging incidents.
• Supports L1 agents in ongoing day to day questions related to client incidents, requests and queries.

Conocimientos

Customer support

Analytical thinking

Escalation management

L1 support

Hardware support

Software support

Educación

High School Diploma or GED

Technical certification

Associate Degree

Descripción del empleo

Unisys in Bogotá, Colombia is seeking an L1 IT Support Specialist to handle moderately complex questions, following guidelines and using experience with incidents and service requests.

You will support hardware, software, client and COTS applications, assist with network and user administration, and escalate complex issues to resolver teams when needed. This role also involves coaching L1 teammates and contributing to incident resolution with strong problem-solving skills.