Internal IT Support Specialist Colombia

Другое

• The IT Support team is part of the IT direction within the Information Security area. We ensure operational continuity for all internal users in Colombia by providing timely first-level technical support, managing corporate equipment and IT assets, and maintaining SLA compliance across all service channels.
• Providing first-level technical support to internal users: handling incidents, requests and consultations through the Service Desk and other defined channels.
• Diagnosing and resolving issues with hardware, software, peripherals, telephony and network connectivity (including printers, MFPs, scanners and Wi-Fi).
• Managing and tracking tickets in ITSM tools, ensuring proper registration, classification, traceability and SLA compliance.
• Preparing, configuring and delivering equipment to users, and supporting the integration of new systems and tools (e.g. Jira).
• Maintaining and updating the IT asset inventory: assignments, movements, spare parts and accessories.
• Coordinating with internal teams (L2/L3) and external providers to ensure operational continuity and validate service deliverables.
• Meeting demanding service KPIs: first response time under 30 minutes, first contact resolution, among others.
• Keeping full traceability and documentation quality on every ticket (root cause and solution documented).
• Supporting a growing operation in Colombia, including equipment rollout, onboarding of new users and integration of new systems.
• Balancing prioritization of incidents by impact and urgency, and knowing when and how to escalate complex cases.
• At least 1 year of experience in IT Support, Technical Support, or Incident Management.
• Located in Bogotá, Colombia, with availability to work on-site.
• Professional proficiency in Spanish and conversational English.
• Hands-on experience with ticketing / Service Desk (ITSM) tools and basic knowledge of ITIL principles and SLA management.
• Basic knowledge of Windows, Linux and macOS, plus configuration of computers, telephony and network devices.
• Experience diagnosing hardware, software and network issues in corporate environments.
• Proficiency in Microsoft Office / Excel and strong habits of documenting technical incidents.
• Attention to detail, clear communication with users and a service-oriented mindset.
• Innovative Spirit: A commitment to creativity and groundbreaking solutions.
• Honest Feedback: valuing open, transparent communication.
• Supportive Team:  a strong, collaborative community.
• Celebrating Achievements:  recognizing our wins together.
• High-Tech Environment: a team full of smart and revolutionary people who date to challenge the status quo of incumbent finances.