Wizeline, a global AI-native technology solutions provider, develops cutting‑edge, AI‑powered digital products and platforms. We partner with clients to leverage data and AI, accelerating market entry and driving business transformation. As a global community of innovators, we foster a culture of growth, collaboration, and impact. With the right people and the right ideas, there’s no limit to what we can achieve. We are looking for a Helpdesk Tier 1 Support Analyst to provide first‑level IT support and deliver an excellent user experience. This role is ideal for someone who enjoys problem‑solving, working with users, and collaborating with distributed teams in a fast‑paced environment. This opportunity is on‑site in Bogota. Key Responsibilities Provide Level 1 IT support for end users via ticketing systems and communication tools. Troubleshoot and resolve common issues related to: Email and calendar Printers and basic network connectivity Application access requests Device performance and login issues Manage user accounts in Active Directory (password resets, account unlocking). Use ticketing systems to document, track, and resolve incidents following SOPs. Escalate issues to Tier 2 support when appropriate. Ensure clear, empathetic, and professional communication with users. Collaborate effectively with cross‑functional and distributed teams. Must‑have Skills English proficiency B2 or higher (spoken and written). Strong customer service mindset with empathy and clarity in user interactions. Logical problem‑solving skills and ability to work under pressure. Familiarity with Microsoft 365 (Outlook, Teams, OneDrive, SharePoint). Basic knowledge of Active Directory concepts. Experience or exposure to Remote Monitoring and Management (RMM) tools. Experience with ticketing systems such as Jira, Zendesk, or Freshdesk. Basic troubleshooting experience with Windows and/or macOS. Ability to follow documented procedures and internal guidelines accurately. Strong organizational skills and ability to prioritize tasks. Nice To Have AI Tooling Proficiency: Leverage one or more AI tools to optimize work, including drafting, analysis, research, or process automation. What We Offer A High‑Impact Environment Commitment to Professional Development Flexible and Collaborative Culture Global Opportunities Vibrant Community Total Rewards Specific benefits are determined by the employment type and location. #J-18808-Ljbffr