Information Technology Support Engineer

About the role
Unosquare is looking for an IT Support Engineer to join the Enterprise Service Desk team of a U.S. client in the financial services industry. You'll be the first and second line of support for IT issues, keeping operations running smoothly across the organization.
What you'll do
• Act as first- and second-level support for IT incidents and service requests via phone, email, and ticketing system • Manage and prioritize the ticket queue, meeting SLAs• Troubleshoot Windows OS, general networking, and printer issues• Handle password resets, account unlocks, and access management tasks• Escalate complex issues to higher-level support teams• Document all interactions and resolutions in the ITSM tool• Contribute to knowledge base articles and process improvements• Follow strict security and compliance protocols What we're looking for• 3–6 years of experience in IT Support / Service Desk• Hands-on experience with Windows OS, networking fundamentals, and printer troubleshooting• Experience with Active Directory, remote desktop tools, and ticketing systems (ServiceNow preferred)• Advanced English (B2+): you'll support U.S.-based users daily• Strong time management, communication, and a customer-first mindset• Must be based in Colombia
Nice to have• ITIL Foundation certification• Experience in financial services or enterprise-level environments• Knowledge of cybersecurity best practices