IT Helpdesk

Wizeline

Bogota Remote permanent

Posted: January 30, 2026

Job Description

IT Help Desck

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

• Basic knowledge of Linux, and Windows.

• Basic knowledge in Networking (tunnels, 802.1x, firewalls, Switching, WiFi).

• Basic python scripting.

• Industry related certifications (ITIL, Network+, A+, CCNA, etc.)

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.

Find out more about our culture here.

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