Junior Support Analyst

Junior Support Analyst
Bogota, Colombia

Onsite



Educational Qualification: Studying or concluded a bachelor's degree in IT


Technical Knowledge:

At least 1 year of experience in customer service or IT support;

Good understanding of basic computer operations and Windows systems (Windows 10 or newer);

Basic experience with ticketing systems (such as ServiceNow or Remedy);

Ability to install and configure desktops, laptops, and peripherals;

Basic knowledge of mobile devices (iPhone, iPad);

Ability to follow troubleshooting steps and solve simple hardware and software issues;

Willingness to learn new tools and technologies.

Language requirements: Spanish is mandatory for local user support.

English is desirable, but not mandatory

Behavioral Skills:

Good attendance and punctuality;

Focused attention and analytical thinking;

Commitment and professional attitude;

Responsibility and organization;

Teamwork and cooperation;

Willingness to learn and take initiative;

Ability to handle multiple tasks and priorities;

Effective communication and customer focus;

Fast learning and passion for results.

Job Responsibilities:

Provide support to end users (onsite or remote);

Assist with computer setup (desktops and laptops with company image);

Install peripherals (monitors, keyboards, mice, dock stations);

Maintain the IT environment and infrastructure used by employees;

Register and follow up on tickets during their lifecycle;

Troubleshoot hardware issues and contact manufacturers for warranty when needed;

Help create technical procedures for the Service Desk;

Follow global processes defined by the project contract;

Complete mandatory training from Wipro and the client.

Brief Description of the Process:

Provide IT technical support for end users, focusing on service, problem resolution, and infrastructure maintenance.