Technical Support Associate: Escalations

Sutherland; Bogotá; Presencial; COP 20.088.000 - 26.784.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Paid training

Competitive salary with incentives

Annual merit increase

Descripción de la vacante

Sutherland is hiring an Associate – Technical Support Specialist to diagnose and resolve complex hardware, software, and operating system issues, supporting frontline teams and ensuring accurate case resolutions. The role requires 1–3 years in technical support, experience with PC hardware, Windows OS, and Microsoft applications, and proficiency in Spanish plus English (A2+).

A High School Diploma is required; a degree in IT or related field and a CompTIA A+ certification are preferred.

Formación

• High School Diploma required.
• Degree in Systems Engineering, Computer Science, IT, or related field preferred.
• CompTIA A+ or equivalent certification preferred.
• 1-3 years of experience in technical support, service desk, or IT services.
• Experience supporting PC hardware, peripherals, Windows OS, and Microsoft applications.
• Experience using CRM tools, preferably Microsoft Dynamics.

Responsabilidades

• Troubleshoot and resolve complex hardware and software issues.
• Support escalated customer cases and provide technical guidance to frontline teams.
• Document cases, troubleshooting steps, and resolutions in the CRM system.
• Collaborate with internal teams to resolve incidents quickly.
• Identify recurring issues and suggest process improvements.
• Manage workload to meet SLA requirements.

Conocimientos

Advanced troubleshooting

Customer service

Windows environment

Strong communication

CRM familiarity

Educación

High School Diploma

Degree in IT-related field

CompTIA A+ certification

Herramientas

Microsoft Dynamics

CRM tools

Descripción del empleo

Sutherland is hiring an Associate – Technical Support Specialist to diagnose and resolve complex hardware, software, and operating system issues, supporting frontline teams and ensuring accurate case resolutions. The role requires 1–3 years in technical support, experience with PC hardware, Windows OS, and Microsoft applications, and proficiency in Spanish plus English (A2+).

A High School Diploma is required; a degree in IT or related field and a CompTIA A+ certification are preferred.