Helpdesk Specialist
Description
Company Overview:
Lean Tech is a rapidly expanding organization situated in Medellín, Colombia. We pride ourselves on possessing one of the most influential networks within software development and IT services for the entertainment, financial, and logistics sectors. Our corporate projections offer a multitude of opportunities for professionals to elevate their careers and experience substantial growth. Joining our team means engaging with expansive engineering teams across Latin America and the United States, contributing to cutting-edge developments in multiple industries.
Currently, we are seeking a Helpdesk Support to join our team. Here are the challenges that our next warrior will face and the requirements we look for:
Position Title: Helpdesk Support
Location: Colombia - Remote
What you will be doing:
A Tier 1 Helpdesk Support Specialist is responsible for providing assistance to all customers (internal and external) who are experiencing difficulties when using the company's platforms and systems.
- Primary contact for answering, evaluating, and responding to service desk requests for assistance from users experiencing issues
- Records required customer and problem information in the ticketing system, escalating appropriately when necessary
- Update tickets with appropriate entries of activities and close tickets with resolution entered upon completion of the job
- Determine the most effective manner to resolve a customer’s technical issues.
- Contacts end users to collect information about problems and leads users through diagnostic procedures to determine the source of error. Engages in research and troubleshooting to resolve technical issues
- Consults with senior IT Staff when necessary. Elevates complex and/or high-priority problems to the appropriate support groups for resolution
- Verifies that suggested solutions effectively resolve user problems through verbal or email follow up
- Analyze problems and designs solutions/how-to documents and populates the company's database
- Assist Tier 2 and 3 technicians as required.
- Keep current with the latest technologies and look for uses within our company
- This position requires handling confidential information in an appropriate manner. Customer interactions must be handled with diplomacy and tact. Individuals must be able to gauge the customer's technical ability and communicate with them in proper technical or non-technical language in a non-condescending manner
Requirements & Qualifications
To excel in this role, you should possess:
- Minimum of 1 year of experience in Information Technology
- Experience using Zoho tickets, or any other ticketing system
- Understanding of the SDLC
- Basic understanding of coding principles, automation, and testing applications
- Understanding of AI, Low code applications, and low code development
- Experience in all Windows-based operating systems, Microsoft Office systems, and setups
- Experience in Office 365
- Experience using Jira
- Bachelor’s Degree in Information Technology or a related field
Soft Skills
- Troubleshooting
- Attention to detail
- Communication skills - verbal and written
- Customer Service Orientation
- Problem analysis and problem-solving
- Planning and organizing
- Decision-making
- Teamwork
- Ability to share ideas
Why you will love Lean Tech:
- Join a powerful tech workforce and help us change the world through technology
- Professional development opportunities with international customers
- Collaborative work environment
- Career path and mentorship programs that will lead to new levels.
Join Lean Tech and contribute to shaping the data landscape within a dynamic and growing organization. Your skills will be honed, and your contributions will play a vital role in our continued success. Lean Tech is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.