Tech Support Specialist

hace 3 días

Medellín, Antioquia, Colombia NeoWork A tiempo completo

NeoWork is seeking a Tech Support Specialist to provide Tier 1 and Tier 2 remote help desk support in a structured, client-driven environment. This role involves handling day-to-day ticket triage, resolving desktop and user-related technical issues, and ensuring accurate documentation in all interactions. The ideal candidate is detail-oriented, disciplined, and thrives in a fast-paced Managed Service Provider (MSP) setting that values precision, reliability, and clear communication.

Key Responsibilities

  • Provide remote Tier 1/Tier 2 technical support for client systems and users.
  • Manage and triage incoming support tickets, prioritizing tasks based on urgency and business impact.
  • Perform user onboarding/offboarding, including account creation and access management in Azure AD / Entra ID.
  • Support computer setup, basic troubleshooting, and system updates.
  • Document all support actions and resolutions accurately within the ticketing system.
  • Collaborate with senior technicians when escalation is required.
  • Maintain strong communication and professionalism when interacting with clients.

Requirements

  • 1–2 years of experience in technical support or MSP (Managed Service Provider) environments.
  • Technical proficiency in Microsoft environments (Azure, Active Directory / Entra ID, Windows desktop support).
  • Strong documentation and communication skills in English (both written and spoken).
  • Ability to add and remove users, manage basic IT configurations, and follow standard procedures.
  • Experience with remote support tools and ticketing systems.

Benefits

  • We offer health insurance for contractors
  • Holiday Extra Pay
  • The work hours generally align with standard business hours in the US, with some potential flexibility depending on the client's needs.
  • This is a 100% home-based position
  • We prioritize the mental health of our team members and offer mental health days to support their well-being.
  • In addition to the base salary, performance-based incentives are provided.
  • There is an annual review and appraisal process in place.
  • There are ample opportunities for professional growth and advancement within the company.

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