Tier 1 Support Technician

Distro; Bogotá; Hybrid; COP 28,249,000 - 52,966,000; Full time

Job summary

Distro in Bogota, Colombia is seeking an entry-level Tier 1 Support Technician for a hybrid role. Schedule is Mon-Fri 9am-6pm CST with Mondays and Fridays from home, serving as the first line for IT support.

You will handle password resets, AD, MFA, VPN, and ticketing workflows while assisting with RingCentral, Cloudflare, OneDrive, and Windows 11 issues. Strong English communication is required.

Qualifications

• 6 months to 1 year of Tier 1 support experience.
• Basic troubleshooting skills and familiarity with common SaaS tools.
• Understanding of Microsoft Office 365 and Windows 11.
• Working knowledge of Active Directory, MFA and identity verification.
• Experience with Zendesk and general ticketing systems.
• Remote/hybrid support experience is a plus.

Responsibilities

• Handle password resets, MFA enrollments, and identity verification via Caller Verify.
• Manage AD attributes, group memberships, and folder permissions.
• Assist with RingCentral call handling setups and user configurations.
• Support Cloudflare VPN connectivity and troubleshoot access to resources.
• Transfer data to new machines using Cloudflare and OneDrive.
• Troubleshoot Windows 11 endpoint issues, including logon and performance problems.
• Provide app support for Office 365, Zoom, Teams, and other office tools.
• Offer entry-level support for line-of-business apps like Salesforce and Epic.
• Support Citrix environments, DR and profile rebuilding for sessions and backups.
• Provide printer setup and configuration for office and remote users.
• Support Zoom Rooms connectivity and AV troubleshooting.
• Assist with personal device enrollment via Intune for secure access.
• Set up home printers within Cloudflare environment.
• Recover local machine accounts protected by BitLocker.
• Document every interaction in Zendesk for transparency.
• Escalate issues to other teams when needed.
• Deliver excellent customer service to employees seeking help.

Skills

Customer service

Communication

Problem solving

Documentation

Team collaboration

Tools

Office 365

Windows 11

Active Directory

MFA

OneDrive

Zendesk

RingCentral

Cloudflare

Citrix

Intune

BitLocker

Salesforce

Zoom

VPN

Adobe Acrobat

Job description

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

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.

$0 - $0 a month

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