Service Desk Analyst L1
On-siteBogotá, Bogota D.C., Colombia or Bogota, New Jersey, United States
Job Summary
Manage and organize the Incident and Request Queue for Auxis clients, ensuring tickets are properly logged, categorized, prioritized, assigned, documented, and closed. Serve as the initial point of contact for customers, providing first-level technical support via phone, chat, or email while guiding users through troubleshooting for applications, hardware, network, and telecommunications systems. Escalate unresolved issues to Tier 2 and 3 support teams and provide basic functional support for supported tools, including Point of Sale systems. Maintain accurate case records within service management tools and update Knowledge Base articles as required. Adhere to assigned working hours aligned with client site business needs and comply with operational processes and security policies.
Required Qualifications
- A high school degree
- -1 years of technical support experience
- strong understanding of IT support best practices and frameworks, such as ITIL
- Knowledge with Active Directory
- network-shared printers
- Windows with shared drives experience
- Proven experience in efficiently managing tickets
- providing exceptional customer support
- Basic diagnostics for laptops, peripherals, and mobile devices
- DNS
- DHCP
- VPN
- Wi-Fi
- connectivity troubleshooting
- Familiarity with remote desktop software (e.g., RDP, TeamViewer, AnyDesk)
- Understands safe handling of credentials
- phishing prevention
- endpoint protection basics
- Proficiency in English and Spanish (Oral and writing at 85% or higher)
- minimum of B2+ level proficiency in both languages
Desired Qualifications
- Pursuing a degree in Computer Science, Engineering, IT or equivalent working experience
- CISCO CCNA
- ITIL
- Microsoft 365 Fundamentals
- Comptia A+
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