Tier 1 Helpdesk Technician

Job Title:
Tier 1 Helpdesk Technician

Location:
Lorena neighborhood (by Viva Laureles), Office-based

Positions Available:
3

Shifts Available:
From 7:00AM to 4:00PM (Monday-Friday), From 2:00PM to 11:00 PM (Monday - Friday), From 11:00PM to 7:00AM (Monday-Friday)

Base Salary Range:
$3,500,000 - $4,500,000 COP per month, based on experience and English proficiency

Job Description:

We're looking for a team of customer-facing Helpdesk Technicians to provide rapid, reliable, professional, and empathetic front-line support for users of our two core applications, one supporting our
internal operations teams
, and one serving our
external customers
.

In this role, you'll handle issue intake, triage, routing, and prioritization to ensure that issues are addressed quickly, according to severity and business impact. You will execute documented runbooks, maintain ticket quality, and coordinate smooth, complete handoffs ...