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HelpDesk Supervisor/Agent

Job Schedule:

  • Supervisor Shift: 8 am – 5 pm (Monday to Friday)
  • Agent Shifts:
    • 6 am – 2 pm & 2 pm – 10 pm (Monday to Saturday)
    • Sunday to Friday schedule for additional coverage

Job description 

Join our dynamic team at SCI, where we value smart individuals with excellent support skills and a positive attitude. Be part of an organization committed to maintaining the integrity of our technology products and ensuring customer satisfaction. We operate in a multi-shift environment with both internal and remote staff, providing support for on-prem and cloud-based systems.

Roles and Responsibilities:

  • Provide Service Desk Support by identifying, researching, escalating, and resolving technical problems or requests (Hardware and Software).
  • Facilitate issue identification and analysis, investigate and resolve technical issues, and track request resolution.
  • Build relationships with customers and test hardware & software products.
  • Tier 1 support for end-user computer software and hardware issues.
  • Manage Service Desk Requests, including account administration, equipment requisitioning, provisioning, and asset tracking.
  • Collect and aggregate environmental data for planning and modeling.
  • Develop and share system process documentation and common issue resolution procedures via knowledgebase.


  • Excellent written and verbal communication skills in English and Spanish.
  • Strong analytical thinking and problem-solving skills.
  • Development-driven decision-maker with the ability to identify leads and needs.
  • Mentorship mentality with the ability to translate goals into actions.
  • Detail-oriented and excited to learn new skills and tools.
  • Ability to work in a dynamic, fast-paced environment as a team player.
  • Strong communication skills to interact with Agile team members.


  • Associate’s Degree or equivalent work experience required; Bachelor’s Degree in Information Technology or related field preferred.
  • 2++ years of relevant experience as an IT Analyst, IT Consultant, Helpdesk Specialist, or similar role.
  • 2++ years of experience with building processes.
  • Knowledge of SQL, MDM systems, RDP, VPN clients, Windows, Mac, and iOS OS.
  • Cloud development experience with Azure Networking, compute, Containers, Identity, Analytics.
  • Familiarity with Zoho Desk or related online customer service help desk software.
  • Google Workspace proficiency.
  • Strong communication skills for Agile team collaboration (Scrum + Kanban) using Azure DevOps.

Bonus Skills:

  • Knowledge of JavaScript, HTML, and CSS.
  • Experience in the OIL/FUEL industry.
  • Understanding of accessibility and security compliance.

Based on experience and qualifications.

What We Offer:

  • Competitive Salary: Earn a competitive salary invoiced in USD.
  • Remote Work Opportunity: Enjoy the flexibility of 100% remote work with a focus on the US TimeZone (EST). Work from any location in Colombia, avoiding traffic and office commutes.
  • Community Connection: Join a community of like-minded individuals committed to living life on their terms. Connect through video and audio calls for seamless collaboration across our community.
  • Performance Tools Guarantee: Access all the tools you need to maximize productivity. Align your schedule with US-based business hours, with potential travel to client sites. Receive a corporate laptop for work.
  • Career Growth and Planning: Explore endless career paths and growth opportunities within technology consulting. Craft an independent career path based on your ambitions, supported by training and guidance.
  • Training and Mentorship: Embrace learning and professional development as a core part of our culture. Benefit from internal training, a robust mentorship program, and reimbursements for English tutoring. Boost your confidence in English communication through high-quality courses and expert-led resources.
  • Inclusive Culture: At SCI, you’re not just a number but an essential team member. Cultivate connections within teams and across functions, fostering a sense of belonging and purpose in our mission.
  • Fun and Celebrations: Celebrate team and individual achievements, birthdays, and days off. Enjoy gifts in the mail. Experience work based on the Colombian calendar, where weekends, holidays, health, and vacations are integral components of your compensation, in addition to your base remuneration.
  • Dream Vacations: Enjoy paid holidays and vacations

Send your cv

Bibiana Mora Angulo

Job Category: Technology Team
Job Type: Full position
Job Location: Colombia

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