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Junior + to Mid IT Service Desk Agent (I)

Remote:

Full Remote

Experience:

Junior (1-2 years)

Work from:

Colombia

Offer summary

Qualifications:

Technical understanding of Windows systems, Familiarity with ticketing systems and tools, High school diploma or equivalent required, 1+ years in technical support preferred.

Key responsabilities:

Answer inbound calls and email inquiries
Triage issues and manage IT tickets

Lean Tech Information Technology & Services SME https://www.leangroup.com/

501 - 1000 Employees

See all jobs

Job description

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.

We’re looking for a highly skilled IT Service Desk Agent (I) to join our team. The IT Service Desk Agent (I) serves as the first point of contact for Caliber teammates seeking technical assistance or general IT information. Provide tier 1 support for inbound calls, triage issues raised via voice (call) and ITSM tickets. Additionally they will create and manage tickets, providing first-level IT troubleshooting, and routing teammates to the appropriate department when necessary. Tier 1 agents deliver excellent customer service while ensuring timely issue resolution or proper escalation.

Position Title: IT Service Desk Agent (I)

Location: Remote - LATAM

What you will be doing:

Customer Support

Answer inbound calls and respond to email or chat inquiries for IT support or general information.
Route teammates to the appropriate department or resource if their request falls outside of IT's scope.

Issue Triage

Analyze and prioritize issues from inbound calls and tickets to determine urgency and impact.
Collect and document key details to ensure accurate ticket categorization and resolution.
Apply knowledge base resources and scripts to address or escalate issues efficiently.
Identify recurring issues or trends and flag them for further analysis.

General Inquiries

Provide information on common topics, such as IT processes or basic troubleshooting steps.
Direct teammates to self-service resources, such as knowledge base articles or internal tools.

Troubleshooting

Perform first-line troubleshooting for hardware, software, account/password issues, and outages.
Walk users through basic resolution steps and escalate complex issues to Tier 2 as needed.

Ticket Management

Create, update, and close tickets in the ticketing system, ensuring all information is accurately logged.
Categorize and prioritize tickets based on urgency, complexity, and impact.
Ensure escalations include thorough documentation of all troubleshooting steps performed.

Knowledge Base Utilization

Apply knowledge base resources to resolve common issues efficiently.
Suggest updates or new articles to improve the knowledge base.

Communication

Provide clear, concise instructions to users at all technical skill levels.
Keep teammates informed of ticket status and follow up as needed to ensure satisfaction.

Service Level Agreement (SLA) Adherence

Ensure all tickets and inquiries are handled within defined SLA timelines.
Track and prioritize tasks based on urgency and impact.

Requirements & Qualifications

To excel in this role, you should possess:

Technical Skills:

Basic understanding of Windows operating systems, Microsoft Office applications, and network troubleshooting.
Familiarity with ticketing systems (e.g., Ivanti) and remote desktop tools (e.g., Bomgar).

Soft Skills:

Strong communication and active listening skills.
Customer-focused mindset with a commitment to providing excellent service.
Ability to multitask, prioritize, and stay organized in a fast-paced environment.

Experience:

1+ years in a technical support or customer service role preferred.

Education:

High school diploma or equivalent required; technical certifications (e.g., CompTIA A+) are a plus.

Key Performance Metrics:

Average Time to Answer Calls.
First Call Resolution Rate.
Number of Tickets Resolved within SLA.
Customer Satisfaction Scores (CSAT).
Call Routing Accuracy.
Average Call Length.
Triage Accuracy and Efficiency (from both tickets and inbound calls).

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.