Tier 1 Support Technician

Distro

. Serve as the client’s first line of support through direct user interaction, system access management, and initial triage .

Posted 10/28/2026full-timeBogotá • ColombiaJuniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Tier 1 support, focusing on user interaction, troubleshooting, and system management. Proficient in handling various SaaS applications and providing exceptional customer service in both remote and office environments.

Highest-signal resume keywords

Active Directory ManagementMicrosoft Office 365 SupportVPN Connectivity TroubleshootingCustomer Service SkillsZendesk Documentation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Basic TroubleshootingIdentity Verification ProcessesMFA EnrollmentWindows 11 SupportCloudflare VPN SupportRingCentral ConfigurationOneDrive Data TransferCitrix Environment SupportBitLocker RecoveryMobile Device Enrollment

Soft Skills

Strong Verbal CommunicationStrong Written CommunicationCritical ThinkingCustomer-Focused AttitudePassion for Helping People

Tools & Technologies

ZendeskIntuneZoom RoomsAdobe AcrobatSalesforceApplied EpicSnagItIsland BrowserMicrosoft EdgeCloudflare

Industry Keywords

SaaS ApplicationsRemote Support EnvironmentIncident Management SystemsUser Data ManagementDisaster Recovery

Tech Stack

Tools & technologies

Citrix

About the role

Key responsibilities & impact

Serve as the client’s first line of support through direct user interaction, system access management, and initial triage
Handle password resets, MFA enrollments, and identity verification through Caller Verify
Manage Active Directory attributes, group memberships, and folder permissions
Assist with RingCentral call handling setups and user configurations
Support Cloudflare VPN connectivity and troubleshooting
Transfer and set up user data on new machines using Cloudflare and OneDrive
Troubleshoot Windows 11 endpoint issues, including logon, performance, hardware, and configuration problems
Provide application support for Office 365, Zoom, Teams, Microsoft Edge, Island Browser, Adobe Acrobat, RingCentral UC, SnagIt, Applied Epic, Epic Connection Suite, Salesforce, WEX, carrier sites, and other SaaS applications
Support Citrix environments, including disaster recovery and profile rebuilding for user sessions and backups
Set up and configure printers for office and remote users, including personal printers at home within the Cloudflare environment
Support Zoom Rooms for connectivity and AV troubleshooting
Assist with personal equipment setup and mobile device enrollment via Intune
Recover local machine accounts protected by BitLocker encryption
Document every interaction in Zendesk
Escalate or route issues to other teams as required
Provide excellent customer service to employees requesting assistance

Requirements

What you’ll need

6 months to 1 year of experience in a Tier 1 support role
Basic troubleshooting experience
Understanding of Microsoft Office 365, Windows 11, Adobe Acrobat, and SaaS-based tools
Working knowledge of mobile devices, end-user support, Active Directory, MFA and identity verification processes, VPN connectivity support, OneDrive, Citrix, and Zendesk
Strong customer service skills
Pleasant and customer-focused attitude
Passion for helping people
Critical thinking skills
Strong verbal and written communication skills
English C1 proficiency
Preferred: experience supporting RingCentral, Cloudflare, Zoom Rooms, Intune, BitLocker, Salesforce, and Applied Epic
Preferred: experience working in a remote support environment
Preferred: experience with ticketing and incident management systems

Benefits

Comp & perks

Full-time employment
Hybrid work arrangement, with Mondays and Fridays from home