IT Service Desk Technician

hace 5 días

Barranquilla, Atlántico, Colombia TESYS NETWORKS A tiempo completo

Job description:
IT Service Desk Technician

General Description

The 
IT Service Desk Technician
 plays a critical role in managing the flow of IT support requests and ensuring incidents are properly logged, categorized, and escalated to the appropriate technical teams. While primarily focused on coordination and communication, this role also includes performing selected basic technical tasks and first-level troubleshooting. It is ideal for individuals with strong communication, organizational, and customer service skills, coupled with foundational technical capabilities.

Primary Job Functions

  • Incident Intake & Logging
    : Receive and log support requests via phone, email, chat, or monitoring alerts.
  • Triage & Prioritization
    : Categorize and assign priority based on impact and urgency.
  • Ticket Assignment
    : Dispatch tickets to Tier 1 or Tier 2 engineers depending on complexity and scope.
  • SLA Monitoring
    : Monitor ticket timelines and ensure escalation paths are followed to prevent SLA breaches.
  • Basic Technical Tasks
    : Perform routine technical actions such as password resets, user account unlocks, basic connectivity checks, or endpoint status validations.
  • Status Updates
    : Maintain regular communication with customers regarding ticket status.
  • Escalation Management
    : Proactively escalate unresolved or at-risk incidents to appropriate support or management personnel.
  • Follow-up Coordination
    : Track resolution progress, ensure ticket documentation is complete, and confirm closure with end users.

Required Skills

  • Excellent written and verbal communication skills (English B2 or higher)
  • Strong organizational skills and attention to detail
  • Ability to multitask under pressure and follow structured processes
  • Familiarity with ticketing systems (e.g. ManageEngine, Freshdesk, Zendesk, BMS, ConnectWise)
  • IT skills (e.g. user support, VPN knowledge, system login issues)
  • Reliability in a rotational 24/7 support structure

Desired Qualifications

  • High school diploma required; post-secondary education in IT or related field is a plus
  • 1 year of experience in a customer service, IT dispatcher, or technical support role
  • Basic ITIL knowledge or certification (optional but valued)
  • Experience executing basic troubleshooting steps or scripted technical tasks

Work Details:

  • Location: Onsite: Barranquilla, Colombia
  • Shift: Day Rotational shift
  • Environment: Fast-paced, high-volume support environment

Benefits:

  • Vacation/PTO
  • Holiday paid
  • Career Opportunities

How to Apply:

  • Please send your resume and a cover letter to with the subject line "IT Service Desk Technician"

We look forward to reviewing your application

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