Help Desk Technician Level 1 (Hybrid) at Distro – Bogotá

Tier 1 Frontline Operations Technician

Serve as the clients first line of support with direct user interaction.

Manage system access and perform initial issue triage.

Handle password resets, MFA enrollments, and identity verification via Caller Verify.

Manage Active Directory attributes, group memberships, and folder permissions.

Assist with RingCentral call handling configurations.

Support Cloudflare VPN connectivity and troubleshooting.

Transfer and set up user data on new machines using Cloudflare and OneDrive.

Troubleshoot Windows 11 endpoint issues including logon, performance, hardware, and configuration.

Provide application support for Office 365, Zoom, Teams, Microsoft Edge, Island Browser, Adobe Acrobat, RingCentral UC, SnagIt, etc.

Provide entry-level support for business applications like Applied Epic, Epic Connection Suite, Salesforce, WEX, Carrier sites, and various SaaS apps.

Support Citrix environments including disaster recovery and user session profile rebuilding.

Configure printers for office and remote users.

Maintain Zoom Rooms conference systems for connectivity and AV troubleshooting.

Assist with personal equipment setup and mobile device enrollment via Intune for secure access.

Set up personal printers in the Cloudflare environment.

Recover local machine accounts protected by BitLocker encryption.

Document all interactions in Zendesk for transparency.

Escalate issues to appropriate teams when needed.

Deliver excellent customer service to employees.

6 months to 1 year experience as Tier 1 technician with basic troubleshooting skills.

Familiarity with Microsoft Office 365, Windows 11, Adobe Acrobat, SaaS tools, and mobile device support.

Strong customer service orientation, pleasant demeanor, and driven to assist others.

Good critical thinking and communication skills.

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