IT Support Specialist (L1) in COLOMBIA

At Publicis Sapient, we are passionate about transforming businesses through technology and human ingenuity. We combine strategy, consulting, and engineering to help organizations reimagine their future and deliver real impact. With a start-up mindset and a global presence, we thrive on solving complex challenges and building the digital experiences that matter most.

We are partnering with a fast-growing international lifestyle brand in the food and beverage industry. They operate a vibrant network of retail stores and offices worldwide and are recognized for their dynamic culture, innovative customer experience, and ambitious growth strategy. This partnership is focused on providing end-to-end IT support that keeps their operations running smoothly, ensuring staff can deliver excellent customer experiences every day.

We are seeking a proactive and customer-focused Level 1 IT Support Specialist to join our clients service desk team. In this role, you will be the first point of contact for end-users across retail stores and offices, handling incidents, service requests, and troubleshooting. You will play a critical role in reducing downtime, supporting staff satisfaction, and contributing to the scalable IT foundation that underpins the client’s global growth.

Your Impact

• Respond to user inquiries via phone, chat, and email to provide timely IT assistance
• Log, categorize, and prioritize incidents and service requests in ServiceNow, Jira, or Remedy while ensuring SLA compliance
• Perform troubleshooting for network connectivity (Wi-Fi, VPN, LAN), email (Outlook/Exchange), hardware (keyboards, monitors, printers), and application access
• Support user onboarding and offboarding, including account creation, password resets, and access rights management
• Monitor ticket queues, perform daily system checks, and escalate complex issues to L2/L3 teams with proper documentation
• Maintain and update knowledge base articles to enable self-service and support the rollout of automation/AI solutions
• Ensure standardized setup and support of retail devices to guarantee seamless store operations

Your Skills & Experience

• 2+ years of experience in IT Support or Helpdesk roles
• B2+ English Level (7+/10), both written and spoken.
• Hands-on experience with Windows OS, IOS, Microsoft Office, networking fundamentals, and ITSM tools
• Knowledge of ITIL processes for incident, problem, and change management
• Customer-oriented mindset with strong problem-solving skills and the ability to manage multiple tasks in a fast-paced environment

Set Yourself Apart With

• ITIL Foundation certification or equivalent knowledge
• Experience with Active Directory, Exchange, remote support tools, or basic scripting
• Exposure to multi-country or retail IT environments requiring 24/7 support

Benefits of Working with Publicis Sapient

🌎A fully remote role open across LATAM.

🏖️Local holidays and extra PTO

💯 Private health coverage

🤒 Paid sick leave from day one

🎓 Access to Udemy, LinkedIn Learning, and Marcel

🗣️ English lesson

📈 Clear, merit-based growth and promotion paths

* (benefits may vary slightly by region — we can clarify during the process)

A Tip from the Hiring Manager: “This role is perfect for someone who thrives in dynamic environments, enjoys helping people, and is curious about how automation and AI are shaping the future of IT support.”