Tier 1 IT Helpdesk – Bilingual

About the role

Allied Global is looking for a Tier 1 IT Helpdesk professional to provide bilingual technical support to end‑users in English and Spanish. The role is based on‑site in Lima, Peru, and focuses on first‑line troubleshooting, ticket handling, and remote assistance.

Key responsibilities

• Receive and resolve user incidents via phone, email, and chat.
• Create, track, and manage tickets in ServiceNow, Zendesk, or similar platforms.
• Perform basic troubleshooting of Windows and macOS operating systems.
• Diagnose networking issues including DNS, DHCP, VPN, and TCP/IP connectivity.
• Provide remote support using remote access tools.
• Administer user accounts, perform password resets, and support Microsoft 365 services.
• Document incidents accurately and escalate to higher support levels when required.

Required profile

• Residency in Lima, Peru.
• Advanced English proficiency and fluent Spanish.
• 1–2 years of experience in a Call Center, Service Desk, or Help Desk environment.
• Ability to work under pressure and deliver strong customer service.

Required skills

• Windows operating system basics.
• macOS familiarity.
• Networking fundamentals: DNS, DHCP, VPN, TCP/IP.
• Ticketing systems (ServiceNow, Zendesk or similar).
• Remote support tools and remote access solutions.
• Microsoft 365 user support.
• Basic ITIL concepts (desirable).