1 week ago Be among the first 25 applicants In-office position (4 days from office minimum with option to work remotely 1 day). Office location: Cali, Colombia (Centro Empresa, North). Schedule: M-F, 8am to 5pm EDT. Responsible for planning, organizing, and execution of IT functions defined for this position. Key responsibilities include client relations, level 1 and level 2 help desk IT support tasks as well as project development and execution. Additional duties are managing and supporting existing IT operations and applications to meet customer requirements, as well as development of new technical solutions. Must be able to fluently communicate in English (both verbal and written communication), with excellent writing and documentation skills. Skills required CUSTOMER SERVICE - Excellent customer service, communication, negotiation and influential skills - Ability to resolve conflicts. - High analytical skills to compare alternatives presented by service providers and present it to our customers. - Excellent communication (phone) skills to effectively support end-users and interact with IT vendors. TECHNICAL - Working knowledge of Windows operating systems integrated in Active Directory environments. Experience implementation of roles in Windows Server. - Proficient with Windows 10 & 11 Professional and Enterprise; Microsoft 365 user account management and Microsoft Azure Active Directory (Entra ID). - Experience in Microsoft technologies, involving server's infrastructure, networking infrastructure and end-user applications environment. - Experience in hardware technologies, involving servers/PC, networks, cabling, dedicated appliances, storage devices, cellular telephony and IP telephony. - Excellent troubleshooting and analytical skills - Proficient with configurations and setup of PC's, printers and Smartphone devices - Knowledge of LAN/WAN configurations and topology. - LAN, Wireless, Smartphones, VoIP. PERSONAL SKILLS - Must have a 'can do' positive attitude. - Ability to take the initiative to learn and apply technical skills. - Ability to manage tasks simultaneously. - Effective planning/organizational skills - Engineering methodology to manage development of IT projects. - Ability to be a team player and make coworkers confident of his/her abilities - Strong attention to details DAY TO DAY ACTIVITIES - Resolve computer support problems. - Provide first-level contact and problem resolution for all users with hardware, software and applications problems. - Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases. - Create and/or resolve help desk tickets to final resolution. - Provide accurate and timely logging of problems and resolution for problems in Ticket Tracker. - Work on client problems remotely during normal and afterhours. (When the project or task requires afterhours support) - Develop, manage and resolve special IT projects. - Identifies, researches, and resolves complex technical problems. - Creates and manages escalation procedures and ensures service levels are maintained. - Documents, tracks, and monitors problems to ensure resolution in a timely manner. - Work closely with team of engineers - Report to IT Managers and IT director - Help fellow engineers and senior engineers with projects, tasks. - Able to log, update and record accurate and detailed client network documentation and ticket resolution. - Ability to work closely with others in a team environment when working on a team project or task. - Ability to work alone and with minimal supervision to help resolve issues without requiring too much help from fellow or senior engineers. - Maintain in-depth knowledge of Microsoft and networking technologies. - Continued documentation of client infrastructure, recommendations and solutions to encountered and resolved problems and projects. Seniority level - Seniority level Entry level Employment type - Employment type Full-time - Industries IT Services and IT Consulting Referrals increase your chances of interviewing at Parmac Inc. by 2x We're unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr