Help Desk Agent / Technical Support

Description

Job Summary: We are seeking a Help Desk Agent / Technical Support to deliver timely and high-quality technical support to users, managing incidents and requests. Key Responsibilities: 1. Provide high-quality technical support to users 2. Manage incidents and requests 3. Interact with users and technical teams We are a telecommunications company that connects people, organizations, and regions through reliable, innovative, and sustainable technology solutions, with nationwide coverage. We are looking for a Help Desk Agent / Technical Support responsible for delivering timely and high-quality technical support to users, managing incidents and requests, effectively communicating their status, and facilitating interaction between users and technical teams to ensure service continuity. Main Responsibilities • Handle and resolve Level 1 incidents (hardware, software, networks) • Register, classify, and track cases in ticketing tools • Perform basic diagnostics and resolve technical issues • Escalate complex incidents with appropriate information • Provide clear and timely support and guidance to users • Install and configure software, equipment, and peripherals • Perform basic maintenance on computing equipment • Keep the knowledge base up to date • Support the technical team and collaborate with other support levels • Report recurring failures and improvement opportunities Profile Requirements Education: Technical degree in Systems, Computer Science, Networking, or related fields. Technical support training or basic certifications (e.g., ITIL, Microsoft) are desirable. Experience: Minimum 1 year in technical support or customer service. Proficiency in ticketing tools and incident management. Working Conditions Work Location: Cúcuta Contract Type: Project-based or labor contract Work Modality: On-site Salary: Minimum wage + transportation allowance + statutory benefits Schedule: Monday to Friday: 8:00 a.m. – 12:00 p.m. and 2:00 p.m. – 6:00 p.m.; Saturdays: 8:00 a.m. – 12:00 p.m. -Requirements- Minimum Education: University / Technological program Years of experience Keywords: demonstrator, fair representative, traveling salesperson, agent, representative, agente, representante, help, assistance, support, soporte, technologist, technician, tech, technician, technology, tecnologia, technologist