JUNIOR OPERATIONS AGENT / ANALYST

Description

Position Summary: Provide autonomous and excellent technical support, managing resources and maintenance to positively impact user productivity and experience. Key Highlights: 1. Incident and escalated request handling and resolution. 2. Level 1 support for microcomputing, Office 365, VPN, and Active Directory. 3. Ticket management in ITMS and telephone support. ### **Description** Provide autonomous technical support, ensuring service excellence through resource administration, preventive and/or corrective maintenance, report and/or metric management, thereby positively impacting user productivity and management. * Handle incidents and/or escalated requests in the management tool to resolve issues and achieve user satisfaction and compliance with required specifications. * Verify the escalations requiring assistance and their respective priority levels to deliver timely and accurate support. * Confirm that device details reported as faulty (serial number, brand, and model) match those provided in the escalation to ensure continuity of the planned process and delivery of quality service, avoiding additional errors. * Track and execute requests and incidents received via ServiceNow (or the ITSM tool designated by Cirion client). Project-Specific Responsibilities Provide Level 1 support for microcomputing requests and incidents: o Microsoft Windows (Desktop) o Office 365 platform o VPN (Global Protect, MFA\-Token, etc.) o Remote access tools o Corporate applications o Citrix virtualized services: session logout, access validation, etc. Active Directory:  Password reset  Account unlock  Basic support during user onboarding and offboarding processes o Network connectivity o Support with access automation tools o Enterprise antivirus \- Install corporate software: o Antivirus, Office, VPN, browsers, etc. \- Escalate tickets to Latin America and US Level 2/N3 expert teams \- Maintain an up-to-date knowledge base for handling requests and resolving incidents \- Ticket management in ITMS and telephone support ### **Requirements** o Technical Support Technician – Level 1 (Level 2 is desirable)  Minimum experience in Service Desk support: 2 years Profile: JUNIOR OPERATIONS AGENT / ANALYST Location: Bogotá, Bogotá D.C., Colombia Experience: 2 Years of Experience