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Tech Support Associate

Sutherland Colombia

Deadline: Not specified

Short Summary

Tech Support Associate with Sutherland. The IT Support Specialist (Tier 1) is the first point of contact for end-users seeking technical assistance. This role will monitor, operate, troubleshoot, and resolve Level 1 technical issues remotely, ensuring staff and scholars have the tools they need to succeed. Utilizing ServiceNow and other remote diagnostic tools, this individual will perform a broad range of customer…

Key Details

  • Position / opportunity: Tech Support Associate
  • Organization: Sutherland
  • Country / coverage: Colombia
  • Location: Bogotá, Bogota, Colombia, //CUN, Colombia
  • Work arrangement: On-site
  • Opportunity type: Jobs
  • Sector: Health
  • Compensation: Not specified
  • Duration: Not specified
  • Start date: 2026-09-08
  • Application deadline: Not specified

Description

The IT Support Specialist (Tier 1) is the first point of contact for end-users seeking technical assistance. This role will monitor, operate, troubleshoot, and resolve Level 1 technical issues remotely, ensuring staff and scholars have the tools they need to succeed. Utilizing ServiceNow and other remote diagnostic tools, this individual will perform a broad range of customer assistance, software deployment, remote equipment troubleshooting, and access management. COMPETENCIES & RESPONSIBILITIES Ticket Management: Triage, accurately log, and respond to inbound support requests via ServiceNow, ensuring SLAs are met for first-call resolution and response times. Remote Technical Support: Provide first-line remote support for personal computer hardware, software, and specialized technology; escalate complex Level 2/Level 3 issues to appropriate internal teams. System Health & Maintenance: Conduct routine remote health checks and audits on enterprise systems to proactively ensure software and security compliance. Device Configuration: Assist in the remote setup, zero-touch provisioning, and configuration of laptops and peripherals for onboarding employees. Software Management: Push remote software installations, updates, and repairs using endpoint management tools. Asset Management: Track and maintain accurate records of distributed hardware and software licenses within ServiceNow's CMDB/Asset Management modules. Knowledge Management: Develop, test, and publish user documentation, how-to guides, and Knowledge Base (KB) articles within ServiceNow. Vendor Liaison: Communicate with external hardware and software vendors to resolve ongoing remote issues. EDUCATION & EXPERIENCE 2+ years of direct experience in enterprise-level IT customer and application support (remote support experience highly preferred). ITSM Proficiency: Hands-on experience using ServiceNow for ticket management, asset tracking, and knowledge base utilization. Core Systems: Experience supporting and troubleshooting core enterprise applications, including Okta, Google Workplace, Workday, and JAMF. Networking: Foundational knowledge of network protocols and standards, including remote troubleshooting for Macs, Chromebooks, and peripherals Communication: Excellent oral and written interpersonal communication skills, with a focus on delivering empathetic and patient customer service over the phone or chat. Project Skills: Exposure to project-based work structures and IT project lifecycle models. Work Ethic: Highly self-motivated and directed, with keen attention to detail and the ability to prioritize and execute tasks in a high-pressure environment. Team Player: Experience working collaboratively in a distributed, team-oriented environment. All your information will be kept confidential according to EEO guidelines.

Responsibilities

  • The IT Support Specialist (Tier 1) is the first point of contact for end-users seeking technical assistance.
  • This role will monitor, operate, troubleshoot, and resolve Level 1 technical issues remotely, ensuring staff and scholars have the tools they need to succeed.
  • Utilizing ServiceNow and other remote diagnostic tools, this individual will perform a broad range of customer assistance, software deployment, remote equipment troubleshooting, and access management.
  • COMPETENCIES & RESPONSIBILITIES Ticket Management: Triage, accurately log, and respond to inbound support requests via ServiceNow, ensuring SLAs are met for first-call resolution and response times.
  • Remote Technical Support: Provide first-line remote support for personal computer hardware, software, and specialized technology; escalate complex Level 2/Level 3 issues to appropriate internal teams.
  • System Health & Maintenance: Conduct routine remote health checks and audits on enterprise systems to proactively ensure software and security compliance.

Requirements / Eligibility

  • Device Configuration: Assist in the remote setup, zero-touch provisioning, and configuration of laptops and peripherals for onboarding employees.
  • Software Management: Push remote software installations, updates, and repairs using endpoint management tools.
  • Asset Management: Track and maintain accurate records of distributed hardware and software licenses within ServiceNow's CMDB/Asset Management modules.
  • Knowledge Management: Develop, test, and publish user documentation, how-to guides, and Knowledge Base (KB) articles within ServiceNow.

How To Apply

Use the Apply now button and follow the instructions on the application page.