Tech Support Associate

INGEPSY; Cundinamarca; Presencial; COP 22.320.000 - 35.712.000; Jornada completa

Descripción de la vacante

INGEPSY is seeking a Tier 1 IT Support Specialist to be the first point of contact for end-users. The role focuses on remote issue resolution, software deployment, and access management using ServiceNow and other diagnostic tools.

The candidate will triage tickets, perform basic PC/OS troubleshooting, and assist in onboarding with remote setup. Strong communication and 2+ years in IT support are required.

Formación

• 2+ years of direct experience in enterprise-level IT customer and application support.
• Hands-on experience using ServiceNow for ticket management, asset tracking, and knowledge base.
• Experience supporting core enterprise apps including Okta, Google Workspace, Workday, and JAMF.
• Foundational knowledge of network protocols and remote troubleshooting for Macs, Chromebooks, and peripherals.
• Excellent oral and written communication with empathetic customer service.

Responsabilidades

• Triaging, logging, and responding to inbound support requests via ServiceNow within SLAs.
• Provide first-line remote support for PC hardware/software and peripherals; escalate complex issues appropriately.
• Conduct remote health checks and audits to ensure software and security compliance.
• Assist in remote setup and provisioning of laptops and peripherals for onboarding.
• Push remote software installations and updates using endpoint management tools.
• Track and maintain records of distributed hardware and software licenses in ServiceNow CMDB.
• Develop and publish user documentation and KB articles in ServiceNow.
• Communicate with external hardware/software vendors to resolve issues.

Conocimientos

Ticket Management

Remote Technical Support

System Health & Maintenance

Device Configuration

Software Management

Asset Management

Knowledge Management

Vendor Liaison

Communication

Project Skills

Team Player

Work Ethic

Educación

2+ years of enterprise IT customer and application support

Herramientas

ServiceNow

Okta

Google Workspace

Workday

JAMF

Descripción del empleo

The IT Support Specialist (Tier 1) is the first point of contact for end-users seeking technical assistance. This role will monitor, operate, troubleshoot, and resolve Level 1 technical issues remotely, ensuring staff and scholars have the tools they need to succeed. Utilizing ServiceNow and other remote diagnostic tools, this individual will perform a broad range of customer assistance, software deployment, remote equipment troubleshooting, and access management.

COMPETENCIES & RESPONSIBILITIES

• Ticket Management: Triage, accurately log, and respond to inbound support requests via ServiceNow, ensuring SLAs are met for first-call resolution and response times.
• Remote Technical Support: Provide first-line remote support for personal computer hardware, software, and specialized technology; elevate complex Level 2/Level 3 issues to appropriate internal teams.
• System Health & Maintenance: Conduct routine remote health checks and audits on enterprise systems to proactively ensure software and security compliance.
• Device Configuration: Assist in the remote setup, zero-touch provisioning, and configuration of laptops and peripherals for onboarding employees.
• Software Management: Push remote software installations, updates, and repairs using endpoint management tools.
• Asset Management: Track and maintain accurate records of distributed hardware and software licenses within ServiceNow's CMDB/Asset Management modules.
• Knowledge Management: Develop, test, and publish user documentation, how-to guides, and Knowledge Base (KB) articles within ServiceNow.
• Vendor Liaison: Communicate with external hardware and software vendors to resolve ongoing remote issues.

Qualifications

EDUCATION & EXPERIENCE

• 2+ years of direct experience in enterprise-level IT customer and application support (remote support experience highly preferred).
• ITSM Proficiency: Hands-on experience using ServiceNow for ticket management, asset tracking, and knowledge base utilization.
• Core Systems: Experience supporting and troubleshooting core enterprise applications, including Okta, Google Workplace, Workday, and JAMF.
• Networking: Foundational knowledge of network protocols and standards, including remote troubleshooting for Macs, Chromebooks, and peripherals
• Communication: Excellent oral and written interpersonal communication skills, with a focus on delivering empathetic and patient customer service over the phone or chat.
• Project Skills: Exposure to project-based work structures and IT project lifecycle models.
• Work Ethic: Highly self-motivated and directed, with keen attention to detail and the ability to prioritize and execute tasks in a high-pressure environment.
• Team Player: Experience working collaboratively in a distributed, team-oriented environment.

Additional Information

All your information will be kept confidential according to EEO guidelines.