SD L1 - Bogota, DC, Colombia

Role Overview

The SD L1 role at Unisys in Bogota, DC, Colombia is a critical position within our support organization. As an SD L1, you will be responsible for providing first-level technical support to our clients and internal users. This includes troubleshooting hardware, software, and network issues, as well as providing support for client and COTS applications. You will also be responsible for escalating complex problems to other resolver teams or vendors. This role requires strong problem-solving and analytical skills, as well as excellent communication and customer service skills. You will be part of a team responsible for answering day to day questions related to client incidents, requests and queries.

A Day in the Life

Here's a glimpse into what a typical day might look like for an SD L1 at Unisys:

• Answering incoming calls and emails from clients and internal users seeking technical assistance.
• Troubleshooting hardware issues, such as desktop and laptop problems, printer malfunctions, and peripheral connectivity.
• Diagnosing and resolving software issues, including operating system errors, application crashes, and installation problems.
• Assisting users with network connectivity issues, such as Wi-Fi problems, VPN access, and shared drive access.
• Providing support for client-specific applications, including installation, configuration, and troubleshooting.
• Supporting COTS applications, such as Microsoft Office, Adobe Creative Suite, and other commonly used software.
• Escalating complex issues to Level 2 or Level 3 support teams, providing detailed information about the problem and troubleshooting steps taken.
• Documenting all troubleshooting steps and resolutions in a ticketing system.
• Following up with users to ensure that their issues have been resolved to their satisfaction.
• Contributing to the knowledge base by creating and updating articles on common issues and resolutions.
• Participating in team meetings and training sessions to stay up-to-date on new technologies and support procedures.

Why Bogota, DC, Colombia?

Bogota, Distrito Capital, Colombia offers a vibrant and dynamic environment for professionals. As the capital and largest city of Colombia, Bogota boasts a thriving tech industry, a rich cultural scene, and a relatively low cost of living compared to other major cities. Working in Bogota provides opportunities for professional growth, exposure to a diverse workforce, and a chance to experience a unique and welcoming culture. The city is also a hub for innovation and technology, making it an ideal location for individuals seeking careers in the IT sector.

Career Path

The SD L1 role at Unisys is an excellent starting point for a career in IT support. With experience and further training, you can advance to roles such as:

• SD L2 Support Analyst: Handles more complex technical issues and provides mentorship to L1 support agents.
• System Administrator: Manages and maintains computer systems and servers.
• Network Engineer: Designs, implements, and manages computer networks.
• IT Security Specialist: Protects computer systems and networks from cyber threats.
• Team Lead: Supervises and manages a team of support agents.

Salary & Benefits

The estimated salary range for an SD L1 in Bogota, DC, Colombia is $35,000 to $55,000 USD per year. Unisys also offers a comprehensive benefits package, including:

• Health insurance (medical, dental, vision)
• Paid time off (vacation, sick leave, holidays)
• Retirement plan (401k or equivalent)
• Life insurance
• Disability insurance
• Employee assistance program (EAP)
• Professional development opportunities
• Training and certification programs
• Tuition reimbursement
• Flexible work arrangements
• Employee discount programs
• Wellness programs

Unisys Culture

Unisys is a global technology solutions company that helps clients solve their most pressing business challenges. We are committed to creating a diverse and inclusive work environment where all employees can thrive. Our core values include:

• Integrity: We act with honesty and transparency in all that we do.
• Innovation: We are constantly seeking new and better ways to serve our clients.
• Collaboration: We work together as a team to achieve our goals.
• Client Focus: We are dedicated to providing our clients with exceptional service.
• Results-Oriented: We are focused on delivering measurable results for our clients.

Unisys is proud to be an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

How to Apply

To apply for the SD L1 position at Unisys in Bogota, DC, Colombia, please visit our careers website and submit your application online. Be sure to include your resume and cover letter, highlighting your relevant skills and experience.

FAQ

1. What are the key responsibilities of an SD L1?

   Providing first-level technical support, troubleshooting hardware and software issues, and escalating complex problems.

2. What qualifications are required for this role?

   High School Diploma or GED required. May require technical certification or Associate Degree and 1-2 years experience in area of responsibility.

3. What skills are important for success in this role?

   Problem-solving, analytical skills, communication skills, and customer service skills.

4. What is the salary range for this position?

   The estimated salary range is $35,000 to $55,000 USD per year.

5. What benefits does Unisys offer?

   Health insurance, paid time off, retirement plan, and other benefits.

6. What is the work environment like at Unisys?

   Diverse, inclusive, and collaborative.

7. What are the opportunities for career advancement?

   Advancement to roles such as SD L2 Support Analyst, System Administrator, and Network Engineer.

8. How do I apply for this position?

   Visit our careers website and submit your application online.

9. What is the dress code at Unisys?

   Business casual.

10. Does Unisys offer remote work opportunities?

    Remote work opportunities may be available depending on the role and business needs.