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IT Associate

Location
Medellin
Workplace
On-site
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About this role

? Location: Colombia (Bogotá, Medellín, or Barranquilla)
? Work Modality: On-site
? Schedule: Monday to Friday, 9:00 AM – 6:00 PM CST (or 8:30 AM – 5:30 PM CST)

About the Role

We are looking for an IT Associate to serve as the first point of contact for IT support operations. This role is responsible for providing Tier 1 technical support, managing support tickets, resolving basic technical issues, and escalating complex cases to higher-level IT teams while delivering an excellent customer experience.

Responsibilities
Provide technical support via phone, chat, and email.
Create, document, and track support tickets.
Resolve Tier 1 support issues and escalate complex incidents when necessary.
Perform password resets and basic user account support.
Troubleshoot Windows computers, mobile devices, printers, and phones.
Answer general technology-related questions.
Guide users through self-service documentation and knowledge base resources.
Create and maintain technical documentation and knowledge base articles.
Participate in training sessions and assist Tier 2 and Tier 3 teams with IT projects.

Requisitos

  • Excellent written and verbal English communication skills.
  • Entry-level experience in IT Support, Help Desk, or Tier 1 Support.
  • Experience providing customer support via phone, email, or ticketing systems.
  • Strong knowledge of:
    • Windows Desktop environments.
    • Active Directory.
    • Microsoft Server products.
    • Microsoft Office (Excel and Word).
  • Experience troubleshooting:
    • PCs.
    • Mobile devices.
    • Printers.
    • Phones.
  • Strong documentation and organizational skills.
  • Excellent customer service and communication skills.
  • Ability to troubleshoot and triage technical issues.
  • Willingness to learn new technologies and continue professional development.
  • Availability to work on-site in Bogotá, Medellín, or Barranquilla.

Preferred Qualifications

  • Associate's Degree in a technical field.
  • CompTIA A+ or other technical certifications.
  • Experience with Microsoft Office 365.

Required Technologies & Skills

  • Windows Desktop
  • Active Directory
  • Microsoft Server
  • Microsoft Office (Excel & Word)
  • Microsoft 365 / Office 365
  • Tier 1 IT Support
  • Ticketing Systems
  • Password Management
  • PC Troubleshooting
  • Mobile Device Support
  • Printer Support
  • Phone System Support
  • Knowledge Base Documentation





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