Tech Support Tier 1

hace 2 días

Bogota, Colombia Emapta A tiempo completo

**Job Information**:
Job Family

**IT***

Work Arrangement

**Permanent WFH***

City

**Usaquen***

State/Province

**Cundinamarca***

Country

**Colombia***

**Empower Kids' Futures: Join a Global Mission Without Leaving Home**

In the dynamic realm of digital advocacy, one organization shines brightly with a legacy of impactful victories: our client, Common Sense Media. As the nation's leading nonprofit dedicated to enhancing the lives of children and families, they have amassed a formidable record of successes. From pioneering research reports that illuminate the effects of media and tech on child development to spearheading legislative efforts that safeguard consumer privacy, Common Sense Media is a force for positive change. Their innovative programs, such as the Digital Citizenship Curriculum and the Latino Program, resonate with communities worldwide, fostering digital literacy and inclusivity. Joining Common Sense Media isn't just joining a team—it's joining a movement that shapes the digital landscape for generations to come.

**A Preview of Your Role**

Be part of our client’s team as a **Tech Support Tier 1**, prioritizing service desk requests, providing end-user support, troubleshooting technical issues, managing user accounts, and assisting with software and hardware support.

**Fuel Your Passion: Shape the Future of Tech Support from Anywhere**
- Employment Type: Indefinite Term Type Contract
- Shift: Monday to Friday | 8:00 am to 5:00 pm PST
- Work Setup: Remote / Work from Home

**Ignite Change: Make an Impact with Your Technical Expertise**
- Handling Service Desk Requests: Quickly assess incoming service and support requests, prioritize them based on impacts on user and business operations, and escalate incidents that cannot be resolved to the next level of support with SLA (Service Level Agreements).
- Troubleshooting: Assist users with technical issues.
- Network Connectivity: Help users with network connectivity problems, including Wi-Fi issues and network printer connections. Assist users with remote access tools and VPN connections to access company resources securely.
- Basic Data Backup and Recovery: Guide end-users in performing data backups and recovering files from backups if needed.

**Dive into Success: Qualifications to Thrive in Digital Empowerment**

**Requirements**:

- Possess troubleshooting and technical support experience.
- Know when to escalate critical incidents to Tier 2 or Tier 3 within given minutes.
- Demonstrate strong customer service skills.
- Exhibit empathy and the ability to relate to end-users.
- Have strong communication skills.

**Education**:

- Bachelor's degree in Systems Engineering or related field.

Tech Stack:

- Proficiency in Service Desk, Salesforce, Windows/MAC OS, Google, JumpCloud, Microsoft Office, Slack, Zoom, Adobe, Airtable, Asana, and Druva.

Language Proficiency:

- Fluent in English at a C1 level.

**Elevate Your Lifestyle: Enjoy Perks That Go Beyond the Norm**
- 5 Days Work Week
- Prepaid Medicine
- Work Items Provided
- Indefinite Term Type Contract
- Additional Vacation Leave
- Direct Exposure to Clients
- Career Growth Opportunities
- Supportive Work Environment
- Prime Office Locations
- Upskilling with Emapta Academy

**Welcome to Emapta Colombia**

At Emapta, you're not just joining an industry-leading outsourcing provider; you're becoming part of a community that celebrates the rich cultural tapestry of Colombia. Our track record of success and diverse international clientele across various industries provide a solid foundation for your career. With over 700 global partners preferring to open remote jobs in the country, our vision is to help you and thousands more Colombians reach your full potential and dreams without the need to leave the country and work abroad.

Join forces with passionate professionals who share the desire to make a meaningful impact through premium global opportunities, all at your fingertips. Emapta isn't just a company; it's a community that values the balance between work and life. Start a truly exciting journey with us and discover how your talent can flourish in a setting that celebrates the spirit of Latin America.

EmaptaExperience

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