Requirements

Required – Technical Skills

At least 2 years of experience in IT Support, Service Desk, Help Desk, or similar roles

Knowledge of Windows desktop environments

Experience troubleshooting software and hardware issues

Knowledge of Microsoft Outlook, Exchange, Office 365

Familiarity with Teams, SharePoint, OneDrive

Experience supporting HP, Dell, or similar end-user devices

Knowledge of operating system deployment, drivers, software installation

Basic networking knowledge, wired networks, wireless networks, connectivity, routing

Experience with ticketing systems, ServiceNow, Remedy, HP Service Manager or similar

Knowledge of ITIL processes, Incident Management, Service Request Management

Ability to prioritize incidents and requests according to SLA

Basic project and activity follow-up skills

Ability to learn new technical tools and technologies

Required – Soft Skills

Strong customer service orientation

Good communication and interpersonal skills

Basic problem-solving skills

Analytical thinking

Attention to detail

Teamwork and collaboration

Proactive attitude

Self-learning mindset

Ability to multitask

Ownership and follow-up

Ability to work according to established procedures

Nice to Have (Technical Skills)





Previous experience supporting end users

Basic knowledge of Problem Management and Change Management

Advanced Excel knowledge, formulas, pivot tables, charts, data connections, macros

Responsibilities (Activities to perform)

Receive and manage customer calls and support tickets

Register incidents and service requests

Provide first-level troubleshooting and technical support

Resolve service requests within agreed SLAs

Prioritize and follow up on open requests

Escalate tickets to the appropriate support teams

Support Microsoft 365, Windows, hardware, connectivity issues

Document solutions in clear and understandable language

Maintain accurate ticket and interaction records

Close resolved tickets assigned to the support queue

Ensure customer satisfaction with delivered solutions

Create and update Knowledge Base Articles (KBA)

Identify recurring issues and improvement opportunities

Participate in continuous service improvement initiatives

Required Languages

English: Advanced

Additional Information

Location

Bogotá and surroundings (Hybrid), Rest of Colombia (Remote)

Mexico (Hybrid)

📌 Service Desk Agent Jr (Aguascalientes)
🏢 SOFTTEK
📍 Aguascalientes