Company Overview:
Lean Tech is a rapidly expanding organization situated in Medellín, Colombia. We pride ourselves on possessing one of the most influential networks within software development and IT services for the entertainment, financial, and logistics sectors. Our corporate projections offer a multitude of opportunities for professionals to elevate their careers and experience substantial growth. Joining our team means engaging with expansive engineering teams across Latin America and the United States, contributing to cutting-edge developments in multiple industries.
We are seeking a Helpdesk Support Specialist (Level 1) to provide first-line technical support to internal users. This role focuses on ticket intake, basic troubleshooting, and documentation, ensuring smooth internal operations while escalating complex issues to the Tier 2 and Tier 3 support teams.
Position Title: Helpdesk Support Specialist (Level 1)
Location: Remote (LATAM)
What you will be doing:
Provide Level 1 helpdesk support to internal staff.
Log and track incoming tickets via the designated ticketing platform.
Perform basic troubleshooting and issue triage for internal software tools (e.g., login issues, navigation support, user errors).
Document detailed problem descriptions and resolution attempts for escalation to Tier 2/3 support.
Communicate professionally and clearly with internal users to gather necessary information and provide status updates.
Follow internal protocols and SLAs for support request handling and escalation.
Collaborate with other IT support staff to ensure prompt and effective resolution of user issues.
Maintain clear and up-to-date records in the support system.
Power issues: Battery failures, charging port connectivity, and AC adapter faults.
Peripheral connectivity: Monitors, webcams, headsets, and docking stations (Thunderbolt/USB-C).
Input devices: Unresponsive keyboards, trackpads, and external mice.
Basic component failure: Identifying failing hard drives, RAM issues, or screen damage.
Guide non-technical users through physical troubleshooting steps (e.g., "power cycling," checking cable seating, or booting into BIOS/Safe Mode).
Must be able to support Mac and Windows Hardware
Requirements & Qualifications
To excel in this role, you should possess:
These are the must-haves that are essential for this position.
Associate's degree or vocational training or equivalent combination of education and experience
Experience or knowledge in using Jira and ticketing systems such as Zendesk
1+ year of IT or Helpdesk support experience preferred.
Familiarity with internal software ticketing systems and basic troubleshooting.
Strong verbal and written communication skills in English (B2+ level).
Ability to clearly document issues and escalate when needed.
Strong attention to detail, organizational skills, and customer service mindset.
Associate’s degree, vocational training, or equivalent experience preferred.
Nice to have
These are additional skills that will help you succeed in this role.
Soft Skills
Strong interpersonal and communication skills.
Dependable, self-motivated, and service-oriented.
Comfortable working independently and as part of a distributed team.
Willingness to grow and take on new challenges.
Why you will love Lean Tech:
Join a powerful tech workforce and help us change the world through technology
Professional development opportunities with international customers
Collaborative work environment
Career path and mentorship programs that will lead to new levels.
Join Lean Tech and contribute to shaping the data landscape within a dynamic and growing organization. Your skills will be honed, and your contributions will play a vital role in our continued success. Lean Tech is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
