Help Desk Analyst

We are:

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.

Are you a fit?

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 team

Must-have skills:

Sounds awesome, right? Now, let’s make sure you’re a good fit for the role.

• 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 and augment day-to-day work, including drafting, analysis, research, or process automation. Provide recommendations on effective AI use and identify opportunities to streamline workflows.

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.