The Executive – ISG-ISG will join the ISG‑Corporate department to provide first‑line technical support to ATAIN Colombia staff. You will diagnose, resolve, and document everyday IT issues, maintain service standards, and collaborate with higher‑level support teams to ensure uninterrupted business productivity.
Responsibilities
- Respond to and resolve Level‑1 IT tickets from ATAIN Colombia users via phone, email, or chat.
- Diagnose hardware, software, and network problems on desktops, laptops, and peripherals.
- Perform user account management, password resets, and access provisioning in Active Directory.
- Install, configure, and update standard office applications and security patches.
- Document incident details, resolutions, and knowledge‑base articles in the ticketing system.
- Escalate complex issues to Level‑2/3 support while providing necessary context.
- Conduct routine equipment checks and preventive maintenance tasks.
- Assist with onboarding and offboarding processes, including device provisioning and de‑provisioning.
- Provide basic training and guidance on IT policies, best practices, and self‑service tools.
- Monitor service level agreements (SLAs) and contribute to continuous improvement initiatives.
Qualifications
- Technical diploma or associate degree in Computer Science, Information Technology, or related field.
- 2+ years of experience in Level‑1 IT support or help‑desk environment.
- Proficiency with Windows operating systems, Microsoft Office suite, and common enterprise applications.
- Basic networking knowledge (TCP/IP, DNS, DHCP) and ability to troubleshoot connectivity issues.
- Familiarity with Active Directory, Office 365, and ticketing systems (e.g., ServiceNow, JIRA).
- Strong communication skills in Spanish and English, both written and verbal.
- Customer‑focused attitude with the ability to explain technical concepts to non‑technical users.
- Problem‑solving mindset and ability to work independently and within a team.
- Flexibility to adapt to changing priorities and handle multiple requests simultaneously.
- Commitment to maintaining confidentiality and adhering to company security policies.
