Tech Support Associate

Sutherland
Bogotá
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 2+ yearsSkills: ["Communication","Empathetic customer service","Self-motivated","Attention to detail","Prioritization"]

Provide first-line, remote Level 1 technical support as the initial contact for end users. Triage and resolve tickets in ServiceNow while meeting first-call resolution and response-time SLAs. Troubleshoot and escalate complex issues, perform remote system health checks for software and security compliance, and support onboarding through device provisioning and software deployments. Maintain asset records in ServiceNow and create knowledge base content to improve user self-service.

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FursaFursa
Sutherland
Sutherland
2 days ago

Tech Support Associate

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Source: Company careers pageValidated by: Fursa AI
Last checked: 10 hours agoStatus: Live

Job Summary

Provide first-line, remote Level 1 technical support as the initial contact for end users. Triage and resolve tickets in ServiceNow while meeting first-call resolution and response-time SLAs. Troubleshoot and escalate complex issues, perform remote system health checks for software and security compliance, and support onboarding through device provisioning and software deployments. Maintain asset records in ServiceNow and create knowledge base content to improve user self-service.
Location: Bogotá
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Triage, accurately log, and respond to inbound support requests in ServiceNow to meet SLAs for first-call resolution and response times.
  • •Provide first-line remote support for personal computer hardware, software, and specialized technology; escalate Level 2/Level 3 issues.
  • •Conduct routine remote system health checks and audits to help ensure software and security compliance.
  • •Assist with remote setup, zero-touch provisioning, and configuration of laptops and peripherals for onboarding.
  • •Push remote software installations, updates, and repairs, while tracking distributed hardware and software license records in ServiceNow’s CMDB/Asset modules.

Key Requirements

  • •2+ years of direct experience in enterprise-level IT customer and application support, with remote support experience preferred.
  • •Hands-on ServiceNow experience for ticket management, asset tracking, and knowledge base utilization.
  • •Experience supporting and troubleshooting core enterprise applications, including Okta, Google Workplace, Workday, and JAMF.
  • •Foundational networking knowledge and ability to troubleshoot Macs, Chromebooks, and peripherals remotely.
  • •Excellent oral and written communication skills with patient, empathetic customer service (phone or chat).
Experience:2+ yearsEnterprise IT supportITSMRemote support
Skills:CommunicationEmpathetic customer serviceSelf-motivatedAttention to detailPrioritization
Languages:English
Tech Stack:ServiceNowOktaGoogle WorkplaceWorkdayJAMFCMDBEndpoint managementKnowledge baseZero-touch provisioning

Company Brief

Sutherland
Global digital transformation and business process services firm offering AI, automation, cloud engineering, analytics and customer experience solutions to enterprises across industries.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Funding: Private Equity Backed
Headquarters: Pittsford (Rochester), NY, United States
Founded: 1986
Glassdoor
Glassdoor: 3.5
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