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