Job Summary: Provides first-level technical support to corporate users, resolving incidents and ensuring compliance with SLAs and ITIL best practices. Key Highlights: 1. Level 1 technical support for corporate users 2. Use of ticketing tools and ITIL knowledge 3. Diagnosis and resolution of hardware and software failures Junior Technical Support Location: Av. Diagonal Patriotismo No. 260 / Hybrid modality Salary: $12,000 Direct payroll hiring Schedule: Monday to Friday, staggered shifts between 08:00 and 20:00 hrs Availability for shift rotation and occasional weekend on-call duties What will you do in this role? Provide first-level (N1) technical support to corporate users, ensuring incident registration, tracking, and resolution in compliance with SLAs and ITIL best practices. Mandatory Requirements * Bachelor’s degree or engineering degree in Computer Systems, Informatics, or related field (intern or graduate). * Minimum 1 year of experience in a Service Desk or Level 1 Technical Support role. * Proficiency with ticketing tools (Ivanti, ServiceNow, GLPI, Jira, or similar). * Knowledge of ITIL v3 or higher. * Experience providing remote support on Windows 10 and 11. * Diagnosis and resolution of hardware and software failures on computing equipment. * User assistance and ticket follow-up until closure. Desirable Knowledge * Basic support for macOS and Linux. * Knowledge of voice and data equipment. * Antivirus and endpoint service monitoring via administrative console. * Basic technical English. Main Responsibilities * Incident and request registration, documentation, and tracking. * Remote support for end users. * Escalation of incidents when necessary. * Preventive monitoring of services and antivirus. * Preparation of monthly reports. * Achievement of targets and service level agreements (SLAs). Important Notes * This is not an internship position nor intended for recent graduates without experience. * Real-world experience in a Service Desk or Level 1 Support role is required. * Availability for shift rotation is mandatory. If you have experience in corporate technical support and ticket management, apply through this channel. Employment Type: Full-time Salary: $8,143.70 – $12,000.00 per month Benefits: * Life insurance * Grocery vouchers Workplace: On-site employment