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 many 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 Technician with a strong English level to join our team. This role focuses on mobile app development and backend support for scalable and high-performing applications. Position Title: Mid Helpdesk Technician Location: Hybrid - Medellin What you will be doing: Configure and support Windows PCs, iOS, and Android devices remotely, ensuring seamless operations. Maintain and troubleshoot POS hardware peripherals, including printers and scanners, to ensure functionality at all franchise locations. Manage and provide support for Ubiquiti wired and wireless networking equipment, enhancing network reliability. Troubleshoot and support digital signage equipment and Android media players. Support store VoIP telephones, ensuring operational communications. Install, configure, and support Microsoft Windows IoT to optimize system operations for end users. Provide technical support for in-house applications, such as POS Order Entry, Order Production, and Store Management systems. Assist with the Delivery Routing App, Shipping Order Management, and conduct in-store training modules. Offer assistance with third-party applications like streaming music services, digital signage, and Genesys Cloud Communicate. Share technical insights and solutions with team members, promoting knowledge sharing and collaboration. Document customer interactions and resolutions accurately to maintain a comprehensive knowledge base. Identify and recommend process improvements for enhancing the overall customer experience. Develop into a Subject Matter Expert (SME) for proprietary software and systems, contributing to enhanced service delivery. Requirements & Qualifications To excel in this role, you should possess: Minimum of 2 years' experience in a technical support role. Intermediate proficiency in configuring and supporting Windows PCs, iOS, and Android devices. Intermediate knowledge of maintaining and troubleshooting POS hardware peripherals, including printers and scanners. Practical working knowledge of managing Ubiquiti wired and wireless networking equipment. Experience supporting store VoIP telephones. Basic experience with installing SQL Server and utilizing SQL Server Management Studio for database restoration. Intermediate skills in installing, configuring, and supporting Microsoft Windows IoT. Advanced understanding of in-house software systems to become a Subject Matter Expert (SME). Proficiency in providing technical support for POS Order Entry, Order Production, and Store Management systems. Intermediate experience with assisting Delivery Routing App and supporting Genesys Cloud Communicate. Certifications such as CompTIA A+, Network+, or MS IT Support Professional are preferred. Strong problem-solving skills with an ability to troubleshoot complex issues. Excellent communication skills with active listening and the ability to explain technical issues to non-technical users. Ability to work in a fast-paced environment and effectively manage issues to resolution. Patience and composure under pressure, particularly when assisting frustrated users. Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience preferred. Nice to Haves Experience with Linux operating systems for multi-platform support. Familiarity with cloud services like AWS or Azure. Experience with scripting languages such as Python or PowerShell for automation tasks. Knowledge of network security principles and practices. Experience in developing or maintaining documentation for technical processes. Understanding of ITIL processes and service management best practices. Excellent organizational skills and the ability to manage multiple priorities. Soft Skills Strong communication skills to effectively explain technical issues to non-technical users, ensuring clarity and understanding in remote support scenarios. Excellent problem-solving abilities, necessary for troubleshooting complex hardware and software issues across multiple platforms and devices. Active listening skills are essential for accurately assessing user concerns and delivering tailored technical support solutions. Adaptability to thrive in a fast-paced environment, managing multiple tasks and priorities efficiently while maintaining high-quality service. Teamwork and collaboration to share insights and solutions with colleagues, fostering a culture of continuous improvement and shared knowledge. Patience and composure to remain effective and supportive when handling frustrated users, ensuring a positive customer experience. 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 be vital to our continued success. Lean Tech is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. #J-18808-Ljbffr