Help Desk Agent Tiempo Completo

| Full-time · Mid level · 7:00 a.m. – 4:00 p.m. (Monday to Friday) – Lunch hour included

| Colombia – Remote Job

What are we looking for?

We are looking for smart people with strong troubleshooting skills, a service mindset, and great communication. Be a part of a team that ensures SCI’s technology environment runs with integrity, reliability, and top performance. Our Help Desk Agents play a key role in keeping our remote workforce productive by resolving issues quickly, documenting solutions clearly, and escalating efficiently when needed.

Their mission is to provide consistent Tier 1 (first-line) support, protect operational continuity, and improve the support experience through structured ticket management and knowledge sharing.

• Junior experience | 1 – 3 years
• Medium experience | 3 – 5 years
• Senior experience | 5+ years

Skills

• Strong analytical thinking | Problem-solving | Detail-oriented approach
• Great customer service mindset and empathy under pressure
• Excellent written and verbal communication (English–Spanish)
• Solid time-management and prioritization skills in a ticket-based environment
• Comfortable working in a dynamic, fast-paced remote setting
• Proactive, fast learner, and development-driven decision maker
• Integrity and strong ethical standards

Responsibilities about the project

• Ticket intake & resolution Log, categorize, prioritize, troubleshoot, and resolve Tier 1 (first-line) hardware and software requests. Provide clear updates from intake to closure.
• Troubleshooting & escalation Diagnose issues using structured triage. Escalate complex incidents to internal technical teams with clear context, evidence, and reproduction steps.
• User support & access management Support user accounts/access, basic configurations, and common productivity tools. Assist remote users with connectivity and device setup basics.
• Documentation & knowledge sharing Create and maintain knowledge base articles, internal guides, and standardized procedures to reduce repeat incidents and improve resolution speed.
• Equipment & asset support Support basic equipment provisioning workflows and help track assets when needed (laptops, peripherals, etc.).
• Continuous improvement Identify recurring issues and patterns, propose process improvements, and help strengthen service consistency and user experience.

Requirements

• Education & background Associate’s degree (or equivalent experience). Bachelor’s degree preferred in IT (Information Technology) or related fields. 1–3+ years of experience in Help Desk (service desk), IT (Information Technology) Support, or similar roles.
• Technical & platform knowledge Comfortable supporting Windows/macOS (operating systems), common hardware/peripherals, and remote work tools. Experience with ticketing tools (Zoho Desk or similar platforms). Basic familiarity with VPN (Virtual Private Network) and RDP (Remote Desktop Protocol) concepts is a plus.
• Collaboration & communication Very good English level (B2 (upper-intermediate) or higher), spoken and written. Strong communication, professional integrity, and a customer-first mindset.

Bonus Skills

• Familiarity with MDM (Mobile Device Management) environments
• Basic SQL (Structured Query Language) knowledge for troubleshooting/support contexts
• Experience working with Agile (Agile methodology) tools (e.g., Azure DevOps)
• ITIL (Information Technology Infrastructure Library) foundation knowledge (nice to have)

What Do We Offer?

• 100% remote (Colombia), EST-aligned. Do your best work from anywhere while coordinating in clear collaboration windows.
• Real-world impact, end-to-end. Ship solutions used by fleets worldwide and see measurable ROI from your work.
• Ownership with support. Propose ideas, drive delivery, and level up through code reviews, mentorship circles, and knowledge-sharing.
• Predictable USD invoices. Stable monthly invoicing, so you can plan with confidence.
• Tools that fit the job – A secured project laptop may be provided for project use.
• Respect for your time. You self-manage time off; we plan around local holidays and weekends.

We handle it all from extraction to inventory to distribution to delivery to supply because EVERY DROP COUNTS!

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