Tier 1 Support Technician

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.

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