Tier 1 Support Technician

Solvo Global; Bogotá; Híbrido; COP 18.000.000 - 30.000.000; Jornada completa

Descripción de la vacante

Solvo Global Inc. is hiring a Tier 1 Support Technician in Bogota, Colombia. The role focuses on initial user interactions, triage, and basic issue resolution with strong emphasis on documentation and customer service.

You will handle password resets, AD management, and SaaS app support in a hybrid work setup (Mondays and Fridays from home). The ideal candidate has 6 months to 1 year of Tier 1 experience, solid communication skills, and familiarity with Office 365, Windows 11, Zendesk,

Formación

• Experience in a Tier 1 support role (6 months to 1 year).
• Basic troubleshooting ability.
• Familiarity with Microsoft 365, Windows 11, and SaaS tools.
• Working knowledge of Active Directory, MFA, VPN, and cloud services.

Responsabilidades

• Handle password resets, MFA enrollments, and identity verification.
• Manage AD attributes, group memberships, and folder permissions.
• Assist with RingCentral setup and user configurations.
• Support Cloudflare VPN connectivity and access to resources.
• Transfer and set up user data on new machines using Cloudflare/OneDrive.
• Troubleshoot Windows 11 endpoint issues (logon, performance, hardware, config).
• Provide Office 365, Zoom, Teams, and other Office suite support.
• Provide entry‑level support for business apps (Applied Epic, Salesforce, SaaS apps).
• Support Citrix environments, including recovery and profile rebuilding.
• Provide printer setup and configuration for office and remote users.
• Support Zoom Rooms connectivity and AV troubleshooting.
• Assist users with Intune enrollment for secure access.
• Set up home printers within Cloudflare environment.
• Recover local machine accounts protected by BitLocker.
• Document interactions in Zendesk for traceability.
• Escalate issues to appropriate teams as needed.
• Deliver excellent customer service to employees.

Conocimientos

Customer service

Communication (verbal & written)

Critical thinking

Problem solving

Documentation & ticketing

Escalation management

Herramientas

Active Directory

Office 365

Windows 11

MFA administration

VPN connectivity

OneDrive

Zendesk

RingCentral

Cloudflare

Citrix

Intune

BitLocker

Salesforce

Zoom

ZapDesk

Descripción del empleo

Job Title: Tier 1 Support Technician

Schedule: Monday-Friday 9am-6pm CST

Location: Bogota, Colombia

Modality: Hybrid (Mondays and Fridays from home)

Experience Level: Entry Level (6 months - 1 year of Tier 1 support experience)

Language Requirement: English C1

Role Overview

Tier 1 technicians serve as the client’s first line of support, responsible for direct user interaction, system access management, and initial triage. This role focuses on providing timely technical assistance, troubleshooting common user issues, maintaining accurate documentation, and escalating incidents when required. The ideal candidate is customer-focused, enjoys helping people, possesses strong communication skills, and demonstrates critical thinking when resolving technical problems.

Key Responsibilities

• Handle password resets, MFA enrollments, and identity verification through Caller Verify.
• Manage Active Directory attributes, group memberships, and folder permissions.
• Assist with RingCentral call handling setups and user configurations.
• Support Cloudflare VPN connectivity and troubleshooting to ensure access to company resources.
• Transfer and set up user data on new machines using Cloudflare and OneDrive.
• Troubleshoot endpoint issues in Windows 11, including logon, performance, hardware, and configuration problems.
• Provide application support for common office environment applications such as Office 365 Zoom Teams Microsoft Edge Island Browser Adobe Acrobat RingCentral UC SnagIt.
• Provide entry-level support for line-of-business applications such as Applied Epic Epic Connection Suite Salesforce WEX Carrier sites Various SaaS applications.
• Support Citrix environments, including disaster recovery and profile rebuilding for user sessions and backups.
• Provide printer setup and configuration for both office and remote users.
• Support Zoom Rooms (conference room systems) for connectivity and AV troubleshooting.
• Assist users with personal equipment setup and mobile device enrollment via Intune, enabling secure access to company resources.
• Set up personal printers at home within the Cloudflare environment.
• Recover local machine accounts protected by BitLocker encryption.
• Document every interaction within Zendesk for transparency and traceability.
• Escalate or route appropriate issues to other teams as required.
• Provide excellent customer service to employees requesting assistance.

Requirements

Must Have

• Experience 6 months to 1 year of experience in a Tier 1 support role.
• Basic troubleshooting experience.
• Technical Skills Understanding of Microsoft Office 365 Windows 11 Adobe Acrobat SaaS-based tools.
• Working knowledge of Mobile devices End-user support Active Directory MFA and identity verification processes VPN connectivity support OneDrive Citrix Zendesk.
• Soft Skills Strong customer service skills. Pleasant and customer-focused attitude. Passion for helping people. Critical thinking skills. Strong verbal and written communication skills.

Preferred

• Experience supporting RingCentral.
• Cloudflare.
• Zoom Rooms.
• Intune.
• BitLocker.
• Salesforce.
• Applied Epic.
• Experience working in a remote support environment.
• Experience with ticketing and incident management systems.

Key Skills

• Technical Support
• Help Desk Support
• Tier 1 Support
• Active Directory
• Office 365
• Windows 11
• MFA Administration
• Identity Verification
• RingCentral
• Cloudflare
• OneDrive
• Citrix
• Intune
• BitLocker
• Salesforce
• Zoom
• Zendesk
• SaaS Applications
• VPN Troubleshooting
• Printer Support
• Mobile Device Support
• Customer Service
• Critical Thinking
• Problem Solving
• Communication Skills
• Escalation Management
• Documentation and Ticketing

What We Value

• Excellent customer service
• Strong communication
• Team collaboration
• Attention to detail
• Accountability in documentation
• Proactive problem solving
• Ownership of user issues
• Willingness to learn and grow
• Positive attitude and helpful mindset

Hiring Process (High Level)

Not specified.

Data Processing Notice

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.