Tech Support Specialist — Tier 1 & 2

Unisys-; Puerto Bogotá; On-site; COP 16,740,000 - 27,900,000; Full time

Job summary

Unisys is seeking a skilled IT Support professional in Colombia to provide Tier 1 and Tier 2 assistance within the RAP Central, Puerto Bogotá area. You will troubleshoot hardware/software, handle voice systems, and support remote desktop access to keep operations running smoothly.

You will explain solutions clearly to both technical and non-technical users, escalate complex problems when needed, and assist fellow L1/L2 agents in daily incidents and requests. High school diploma required.

Qualifications

• High School Diploma or GED required.
• May require technical certification or Associate Degree.
• Generally, 2-4 years’ experience in area of responsibility.

Responsibilities

• Provides Tier 1 and Tier 2 support.
• Troubleshoots and resolves complex issues including: supporting maintenance of hardware/software, client propriety, COTS and Unisys applications and issues with voice communications and voicemail systems, and assisting with resolution of issues with network connectivity, printing and remote access to desktop equipment.
• Identifies root causes of problems and takes responsibility; escalates unusual or complex problems to higher levels for resolution.
• Communicates problem, resolution and root cause information to users, both technical and non-technical, to help prevent future recurrence.
• Supports L1 and L2 support agents in ongoing day to day questions related to client incidents, requests and queries.
• Utilizes problem solving and analytical skills to effectively resolve challenging incidents.

Job description

Unisys is seeking a skilled IT Support professional in Colombia to provide Tier 1 and Tier 2 assistance within the RAP Central, Puerto Bogotá area. You will troubleshoot hardware/software, handle voice systems, and support remote desktop access to keep operations running smoothly.

You will explain solutions clearly to both technical and non-technical users, escalate complex problems when needed, and assist fellow L1/L2 agents in daily incidents and requests. High school diploma required.