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About Mordor

Job Role

Service Desk Engineer Tier I


Service Desk Engineers work as part of our Technical Engineering Center (TEC) in providing remote technical support to corporate customers in a 24-7-365 environment. In this position,  you’ll work on a wide variety of technical issues and be a part of a dynamic, collaborative team.  

In this role, you will be responsible for:

  • Provide first contact support of incoming requests to the Service Desk via telephone, web portal,  email, and chat to ensure courteous, timely, and effective resolution of end-user issues. 
  •  Follow-up on open tickets, keeping the clients informed of any updates to their tickets along the way. 
  • Record, track, and document the service desk incident within the Service Desk application.
  • Collaborate with other members of the team to identify solutions to customer support requests and escalate to more senior team members or external resources as needed. 
  • Provide first-tier support to end-users for Windows Workstations, MAC OS, printers, mobile devices, Microsoft 365, Active Directory, or basic application and hardware troubleshooting. 
  • Add users, remove users, reset passwords, and change folder permissions. 
  • Basic understanding of how IP addresses, subnet masks, gateways, and DNS addresses work. 
  • Utilize remote access solutions and support on a variety of topics including VPN clients, Terminal  Services, and Virtualization. 
  • Troubleshoot issues utilizing the latest versions of the following technologies: Active Directory,  VPN Clients, Microsoft 365, Windows OS, Mac OS, laptop and desktop hardware, Anti-Virus and Malware software, Spam Filtering, MFA, Ticketing Systems, and Microsoft Office  Applications.
Contract Type
  • Independent Contractor
Work Schedule
  • Monday through Friday
  • Time: 8:00 am to 5:00 pm
  • Total Hours: 40/week
Salary and Benefits
  • Base Pay: 

    COP $3.000.000-4.000.000

  • Benefits:
    Flexibility to work where/how you want
    Continued investment in your professional development
  • Medellin, Colombia
Required Qualifications
  • A few years of related experience, ideally working with external clients in the Managed Services or IT Services industry. 
  • Stellar written/verbal communication and customer service skills to successfully maintain a high level of collaboration and interaction with clients and colleagues. 
  • The ability to diffuse difficult situations with angry or unpleasant clients. 
  • Sound judgment and decision-making skills to be able to independently make decisions. 
  • The ability to deliver excellence independently and excel in a fast-paced, occasionally high stress Service level Agreement (SLA) driven environment. 
  • The ability to perform a variety of duties, often changing from one task to another of a different nature.
  • The ability to maintain concentration and focus in a collaborative, open work environment;  working within close proximity to peers with varying noise levels and interruptions. 
  • Strong attention to detail so work is accurate and complete
Preferred Qualifications
  • An Associate or Bachelor's Degree in Computer Science/Engineering or related field preferred