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| 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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