L1 Support Specialist

Vacancy details
ITSM
Service Desk Agent
Middle
Colombia
Remote

Over 20 years of market experience, Intellias brings together technologists, creators and innovators in Europe, North and Latin America, and the Middle East. Join our international team and take the mission to solve the advanced tech challenges of tomorrow!

What project we have for you

As an IT Support Engineer (L1), you will be responsible for delivering high-quality technical support over the phone and via ITSM tools to our global customer base. You will work closely with other departments to meet our customer’s needs and ensure an exceptional level of customer service. Your main focus will be to provide first-level diagnosis and troubleshooting support to end-users, fulfilling their requests and resolving their technical issues.

What you will do

Responsibilities

  • Take active part in issue resolution of any complexity, severity or scale for company eCommerce websites;
  • Be reliable, friendly and trustworthy frontline of the support/service desk;
  • Respond and react to incoming issue requests;
  • Assist and help users resolving their issues;
  • Extract and collect issue details from users;
  • Provide consultations and advices to users;
  • Report any out-of-scope issues, that cannot be resolved;
  • Take part in issue escalation and progress tracking;
  • Gather and report issue occurrence and resolution statistics;
  • Provide communication with external vendor;
  • Concentrate on providing best value for users;
  • Proactively Maintain support knowledge base;
  • Must be willing to work in a shifting schedule, on 24/7 basis;

What you need for this

Requirements

  • Around 1-2 years of experience as a L1 support specialist;
  • Proficient user of Word, Excel, PowerPoint; 
  • Understanding of Microsoft enterprise office and cloud solutions: Office 365, SharePoint, etc.;
  • Basic knowledge in domain systems administration and configuration, Active Directory, Windows-related policies configuring;
  • Basic knowledge of MS Windows, Linux
  • Basic Understanding of E-commerce Platforms. Familiarity with common e-commerce platforms (e.g., Magento, Shopify, WooCommerce).
  • Basic knowledge of website content management systems (CMS) for example WordPress.
  • HTML/CSS. Basic understanding of HTML and CSS for troubleshooting website issues.
  • Networking Basics. Understanding of basic networking concepts and troubleshooting internet connectivity issues.
  • Database Basics. Basic knowledge of databases and SQL queries for investigating data-related issues.
  • Experience with monitoring tools will be a plus (e.g. Zabbix, Prometheus, Grafana, ELK, Splunk, NewRelic, etc)
  • Understanding of Incident and Problem management  principles and best-practices;
  • Experience with using Service Desk and task management software: JIRA, confluence, ServiceNow etc.;
  • Excellent communication and analytical skills;
  • Multitasking and stress-resistance is a must;
  • Good English level is required, both spoken and written;
  • Empathy, psychology and trusted communication building skills are a plus.

What it’s like to work at Intellias

At Intellias, where technology takes center stage, people always come before processes. By creating a comfortable atmosphere in our team, we empower individuals to unlock their true potential and achieve extraordinary results. That’s why we offer a range of benefits that support your well-being and charge your professional growth.
We are committed to fostering equity, diversity, and inclusion as an equal opportunity employer. All applicants will be considered for employment without discrimination based on race, color, religion, age, gender, nationality, disability, sexual orientation, gender identity or expression, veteran status, or any other characteristic protected by applicable law.
We welcome and celebrate the uniqueness of every individual. Join Intellias for a career where your perspectives and contributions are vital to our shared success.

Skills

English
Linux
MonitoringTools
Office365
SupportSpecialist

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