Help Desk Technician Level 1

hace 7 minutos

Bogotá, Bogotá D.E., Colombia Distro A tiempo completo

Tier 1 – Frontline Operations Technician

Role Overview:


• Serve as the client's first line of support with direct user interaction.


• Manage system access and perform initial issue triage.

Responsibilities:


• Handle password resets, MFA enrollments, and identity verification via Caller Verify.


• Manage Active Directory attributes, group memberships, and folder permissions.


• Assist with RingCentral call handling configurations.


• Support Cloudflare VPN connectivity and troubleshooting.


• Transfer and set up user data on new machines using Cloudflare and OneDrive.


• Troubleshoot Windows 11 endpoint issues including logon, performance, hardware, and configuration.


• Provide application support for Office 365, Zoom, Teams, Microsoft Edge, Island Browser, Adobe Acrobat, RingCentral UC, SnagIt, etc.


• Provide entry-level support for business applications like Applied Epic, Epic Connection Suite, Salesforce, WEX, Carrier sites, and various SaaS apps.


• Support Citrix environments including disaster recovery and user session profile rebuilding.


• Configure printers for office and remote users.


• Maintain Zoom Rooms conference systems for connectivity and AV troubleshooting.


• Assist with personal equipment setup and mobile device enrollment via Intune for secure access.


• Set up personal printers in the Cloudflare environment.


• Recover local machine accounts protected by BitLocker encryption.


• Document all interactions in Zendesk for transparency.


• Escalate issues to appropriate teams when needed.


• Deliver excellent customer service to employees.

Skills and Experience:


• 6 months to 1 year experience as Tier 1 technician with basic troubleshooting skills.


• Familiarity with Microsoft Office 365, Windows 11, Adobe Acrobat, SaaS tools, and mobile device support.


• Strong customer service orientation, pleasant demeanor, and driven to assist others.


• Good critical thinking and communication skills.

#Solvo

$970 - $972 a month

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