Lean Tech is a** fast-growing** company located in **Medellín, Colombia**. We currently have one of the most prominent networks within the **entertainment**, **financial, **and **logistics** industries. Our corporate projections represent **hundreds** of opportunities for our professionals to **grow** and **boost** their careers. Working with us means collaborating with large engineering teams across **Latin America** and the **United States**. As the list of upcoming clients continues to grow, we are looking for an experienced, dynamic, highly motivated, young, active, and dedicated **Mid Support Specialist** to join our team and help us provide the best experience to our clients. This job requires not only providing first-level support for incoming technology issues but to help to document the process. **Your Duties as a Lean Tech Warrior**: - Responsible for first-level support and resolution of incidents received. The function will be attainable through the use of remote tools, via telephone or in person. Notify escalation points of contact when user-impacting problems are encountered. - Assignment of tickets to responsible group/team when outside the resolvable scope. - Document the process, and assist the structure of a client-face and internal knowledge by describing the issue, verification steps, and resolution. - Provide a degree of proactive support, leveraging monitoring alerts and other tools, in an effort to resolve potential system issues before impact is realized to the service level. - Write technical documentation and publish it to the service desk regarding installation procedures and troubleshooting steps for software and hardware. - General administrative tasks related to the platform. - Zendesk knowledge. - Excellent organizational, communication, and critical analysis skills. - Ability to work independently and exercise sound judgment to resolve issues. **Why We’ll Love You** - Advanced knowledge of Agile methodologies. - At least B1 level of English, written and spoken. - Troubleshooting, attention to detail, communication skills (verbal and written), customer service orientation, problem analysis, problem-solving, planning, and organizing skills. - We are more than a company; we are warriors working daily to change the world through technology._