IT Support Specialist
On-siteBogotá, Bogota D.C., Colombia
Bogotá, Bogota D.C., ColombiaOn-siteFull TimeHigh School Or EquivalentLarge
Full TimeHigh School Or EquivalentLarge
Job Summary
Troubleshoot and resolve 60+ weekly IT tickets for internal customers, prioritizing issues within 30-minute to 1-hour SLA commitments. Assist employees remotely via written correspondence, video calls, and telecommunications while documenting analysis in Jira. Address hardware and software diagnostics for computers, tablets, and peripherals using MacOS and Windows workflows. Manage employee lifecycle access and identity federation while adhering to security policies and compliance best practices. Escalate complex problems to appropriate parties following established paths.
Required Qualifications
- High School Diploma or equivalent experience
- Experience in a high paced environment with independent workflows while resolving 60+ tickets on a weekly basis within an average SLA of 30 minutes to 1 hour
- Experience in assisting customers remotely via telephone, written correspondence, and video calls
- Experience in both MacOS and Windows operating systems, able to independently troubleshoot and resolve a variety of software and hardware issues for computers, tablets, printers, scanners, and other peripherals
- Understanding of password + security policies like multi-factor authentication and access management
- Able to provide thorough and detailed analysis on issues assigned to you and document your findings + troubleshooting workflows in a timely and organized manner
- Outstanding customer service and communication skillsets with proven ability to assist others in a timely manner with empathetic and impactful problem solving
Desired Qualifications
- Basic understanding of networking concepts, including TCP/IP, DNS, DHCP, and VPN as well as network troubleshooting workflows
- Experience in a wide variety of SaaS applications including (or similarly relevant) Google workspace, Okta, Atlassian Cloud, Meraki and Mosyle MDM
- Strong documentation skills for creating and maintaining knowledge base articles, how-to articles, and project outlines
- Healthcare industry background with HIPAA compliance expertise
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