IT Help Desk

<p><strong>We are:</strong></p> <p>Wizeline, a global AI-native technology solutions provider, develops cutting-edge, <strong>AI-powered</strong>&nbsp;digital products and platforms. We partner with clients to leverage data and AI, accelerating market entry and driving business transformation. As a global community of innovators, we foster a culture of&nbsp;<strong>growth, collaboration,&nbsp;</strong>and&nbsp;<strong>impact.</strong></p> <p><strong>With the right people and the right ideas, there’s no limit to what we can achieve.</strong></p> <p><strong>Are you a fit?</strong></p> <p>We are looking for a&nbsp;<strong data-start="326" data-end="361">Helpdesk Tier 1 Support Analyst</strong>&nbsp;to provide first-level IT support and deliver an excellent user experience. This role is ideal for someone who enjoys problem-solving, working with users, and collaborating with distributed teams in a fast-paced environment. This opportunity is on-site in Bogota&nbsp;</p> <p><strong>Key Responsibilities:</strong></p> <ul> <li data-start="620" data-end="708">Provide Level 1 IT support for end users via ticketing systems and communication tools</li> <li data-start="711" data-end="761">Troubleshoot and resolve common issues related to:</li> <li data-start="766" data-end="784">Email and calendar <ul data-start="764" data-end="900"> <li data-start="787" data-end="828"> <p data-start="789" data-end="828">Printers and basic network connectivity</p> </li> <li data-start="831" data-end="860"> <p data-start="833" data-end="860">Application access requests</p> </li> <li data-start="863" data-end="900"> <p data-start="865" data-end="900">Device performance and login issues</p> </li> </ul> </li> <li data-start="903" data-end="980">Manage user accounts in Active Directory (password resets, account unlocking)</li> <li data-start="983" data-end="1061">Use ticketing systems to document, track, and resolve incidents following SOPs</li> <li data-start="1064" data-end="1114">Escalate issues to Tier 2 support when appropriate</li> <li data-start="1117" data-end="1184">Ensure clear, empathetic, and professional communication with users</li> <li data-start="1187" data-end="1254">Collaborate effectively with cross-functional and distributed team</li> </ul> <p><strong>Must-have skills:</strong></p> <p>Sounds awesome, right? Now, let’s make sure you’re a good fit for the role.</p> <ul> <li data-start="1291" data-end="1348">English proficiency&nbsp;<strong data-start="1311" data-end="1327">B2 or higher</strong>&nbsp;(spoken and written)</li> <li data-start="1351" data-end="1428">Strong customer service mindset with empathy and clarity in user interactions</li> <li data-start="1431" data-end="1496">Logical problem-solving skills and ability to work under pressure</li> <li data-start="1499" data-end="1572">Familiarity with&nbsp;<strong data-start="1516" data-end="1533">Microsoft 365</strong>&nbsp;(Outlook, Teams, OneDrive, SharePoint)</li> <li data-start="1575" data-end="1623">Basic knowledge of&nbsp;<strong data-start="1594" data-end="1614">Active Directory</strong>&nbsp;concepts</li> <li data-start="1626" data-end="1700">Experience or exposure to&nbsp;<strong data-start="1652" data-end="1694">Remote Monitoring and Management (RMM)</strong>&nbsp;tools</li> <li data-start="1703" data-end="1776">Experience with ticketing systems such as&nbsp;<strong data-start="1745" data-end="1776">Jira, Zendesk, or Freshdesk</strong></li> <li data-start="1779" data-end="1841">Basic troubleshooting experience with&nbsp;<strong data-start="1817" data-end="1841">Windows and/or macOS</strong></li> <li data-start="1844" data-end="1918">Ability to follow documented procedures and internal guidelines accurately</li> <li data-start="1921" data-end="1981">Strong organizational skills and ability to prioritize tasks</li> </ul> <p><strong>Nice to Have:</strong></p> <ul> <li><strong>AI Tooling Proficiency: </strong>Leverage one or more AI tools to optimize and augment day-to-day work, including drafting, analysis, research, or process automation. Provide recommendations on effective AI use and identify opportunities to streamline workflows.</li> </ul> <p><strong>What we offer:</strong></p> <ul> <li>A High-Impact Environment</li> <li>Commitment to Professional Development</li> <li>Flexible and Collaborative Culture</li> <li>Global Opportunities</li> <li>Vibrant Community</li> <li>Total Rewards</li> </ul> <p><em>*Specific benefits are determined by the employment type and location.</em></p>