Technical Support Specialist (L1) - Incident Resolution

Unisys; Girardot; On-site; COP 20,088,000 - 26,784,000; Full time

Job summary

Unisys is seeking a frontline IT support specialist in Colombia to handle moderately complex incidents and service requests across hardware, software, networks, and user accounts. You will follow established guidelines and apply judgment from prior experience to resolve issues efficiently.

You will escalate complex problems to specialized resolver teams or vendors while supporting L1 staff with day-to-day questions, ensuring reliable service delivery for our clients.

Qualifications

• High School Diploma or GED required.
• Technical certification or Associate Degree may be required.
• 1-2 years' experience in area of responsibility.

Responsibilities

• 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.

Skills

Analytical skills

Problem solving

Customer service

Education

High School Diploma or GED

Technical certification

Associate Degree

Job description

Unisys is seeking a frontline IT support specialist in Colombia to handle moderately complex incidents and service requests across hardware, software, networks, and user accounts. You will follow established guidelines and apply judgment from prior experience to resolve issues efficiently.

You will escalate complex problems to specialized resolver teams or vendors while supporting L1 staff with day-to-day questions, ensuring reliable service delivery for our clients.