Junior Technical Support Engineer

Description

Job Summary: You will provide first-level technical support to corporate users, resolving incidents while adhering to ITIL best practices. Key Highlights: 1. First-level technical support for corporate users 2. Incident registration, tracking, and resolution in compliance with SLAs 3. Hands-on experience in a Service Desk or Level 1 (N1) Support role Junior Technical Support Location: Av. Diagonal Patriotismo No. 260 / Hybrid work model Salary: $12,000 Direct payroll employment 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 (N1) 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\. * Hardware and software troubleshooting and resolution on computing devices. * User assistance and end-to-end ticket follow-up until closure. Desirable Knowledge * Basic support for macOS and Linux. * Familiarity with voice and data equipment. * Endpoint antivirus and service monitoring via administrative console. * Basic technical English. Main Responsibilities * Registration, documentation, and tracking of incidents and requests. * Remote support for end users. * Escalation of incidents when required. * 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. * Hands-on experience in a Service Desk or Level 1 (N1) 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