Help Desk Technician Level 1

Help Desk Technician Level 1

Position Title: Help Desk Technician Level 1

Location: Colombia (Bogotá, Armenia, Ibagué, Medellín, Bucaramanga, Barranquilla, Cali)

Work Modality: Remote (Candidates must be located in a city with a Solvo Global office, as occasional office attendance may be required)

Duration: Long Term

English Level: C1+

Work Schedule

Schedule: Monday to Friday 7:30 AM to 5:00 PM (Colombia Time)

Additional Availability:

▪️ Availability for On Call duties during weekends when required

▪️ On Call hours are paid as extra hours

▪️ Schedule may vary due to On Call rotations

▪️ Candidates with flexible availability are preferred

▪️ Full details regarding the On Call process will be explained during the final interview

Education Requirements

▪️ High School Diploma, or Technical Degree from SENA or a related technical field

The Help Desk Technician Level 1 is an entry-level IT support position responsible for providing first-line technical assistance to end users. The role focuses on troubleshooting common IT issues, assisting users with hardware and software needs, and ensuring timely resolution of technical incidents.

Key Responsibilities

▪️ Install and configure hardware and software

▪️ Set up, maintain, and support user accounts and passwords

▪️ Troubleshoot network and connectivity issues

▪️ Provide technical support via phone and email

▪️ Document incidents, troubleshooting steps, and resolutions

▪️ Gather and analyze information regarding user-reported issues

▪️ Identify and implement appropriate solutions to resolve technical problems

Required Qualifications

▪️ 1 - 2 years of experience in Technical Support, IT Support, or Help Desk environments

▪️ Experience supporting end users with technical issues

▪️ Experience with hardware and software installation and configuration

▪️ Basic knowledge of networking and connectivity troubleshooting

▪️ Strong communication skills

▪️ Strong customer service skills

▪️ English level C1+

Technical Skills

▪️ Hardware Installation and Configuration

▪️ Software Installation and Configuration

▪️ User Account Administration

▪️ Password Management

▪️ Network Troubleshooting

▪️ Connectivity Support

▪️ Help Desk Support

▪️ Incident Documentation

▪️ Phone and Email Support

Ideal Candidate Profile

▪️ Customer-service oriented

▪️ Strong problem-solving skills

▪️ Effective verbal and written communication

▪️ Organized and detail-oriented

▪️ Comfortable working in a fast-paced support environment

▪️ Available to participate in On Call rotations when required