Help Desk Technician – Tier 1 in Medellín, Colombia

At Company, a leading technology solutions provider based in Medellín, Colombia, we’re expanding our IT support team to enhance our customer service excellence. We’re looking for a dedicated Help Desk Technician – Tier 1 to be the first point of contact for IT support requests. This full-time, on-site role offers a competitive salary of COL$3,800,000 per month, along with comprehensive benefits including health insurance, paid time off, and a retirement plan. Join our team and take advantage of career development opportunities in a fast-growing company committed to innovation and professional growth.

Key Responsibilities

• Respond promptly to incoming IT support requests via phone and email, ensuring all issues are logged accurately into the ticketing system.
• Resolve first-level technical problems such as password resets, drive and printer mappings, and basic software troubleshooting to achieve high first-call resolution rates.
• Escalate complex issues to Tier 2 and Tier 3 technicians with detailed documentation to facilitate swift resolution.
• Educate users on self-help resources and best practices to reduce recurring support requests and empower end-users.
• Maintain professionalism and proper office etiquette in all customer interactions, reflecting the company’s commitment to quality service.
• Collaborate with IT teams to identify common issues and contribute to knowledge base updates for continuous improvement.
• Track and report on support metrics such as ticket volume, resolution times, and customer satisfaction to support team performance goals.
• Participate in ongoing training sessions to stay current with technology trends and company policies.

What We’re Looking For

Required:

• Minimum 1 year of experience in a help desk or technical support role, preferably in a corporate IT environment.
• Strong knowledge of Windows operating systems, Active Directory, and common office software.
• Excellent communication skills in English, both verbal and written.
• Ability to multitask and manage time efficiently in a fast-paced environment.
• Customer-focused attitude with problem-solving skills and attention to detail.

Preferred:

• Certifications such as CompTIA A+, ITIL Foundation, or Microsoft Certified Professional.
• Experience with ticketing systems like ServiceNow or Jira.
• Basic networking knowledge including TCP/IP and VPN technologies.
• Fluency in Spanish to support bilingual communication within the team.

What We Offer

• Competitive salary aligned with Medellín’s IT market standards.
• Health insurance coverage for you and your family.
• Paid time off to support work-life balance and personal well-being.
• Retirement plan to help you secure your future.
• Professional development opportunities including training and certification support.
• On-site work environment fostering team collaboration and networking.
• Career advancement paths within a growing company.

Frequently Asked Questions

What are the typical working hours for this role?

The position is full-time, Monday through Friday, typically from 8:00 AM to 5:00 PM local Medellín time.

Is prior experience with specific software required?

Yes, familiarity with Windows OS, Active Directory, and common office applications is essential. Experience with ticketing systems is preferred but not mandatory.

Does this role offer remote work options?

No, this position is on-site in Medellín to ensure close collaboration with the IT team and immediate support to users.

What is the salary range for this position?

The monthly salary is COL$3,800,000, competitive within the local IT support market.

Are there opportunities for career growth?

Absolutely. We encourage continuous learning and provide pathways to advance into Tier 2 and Tier 3 technician roles or other IT specialties.

What benefits does the company provide?

We offer health insurance, paid time off, a retirement plan, and professional development support.

For more information about IT support careers: U.S. Bureau of Labor Statistics – Computer Support Specialists

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Ready to take the next step in your IT career? Apply today to join Company’s dynamic team in Medellín. Submit your resume and cover letter through our careers portal. Don’t miss this opportunity to grow your skills and advance your professional journey in a supportive environment.