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.
Internal IT Support Specialist is responsible for:
- 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.
Challenges that await you:
- 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.
What makes you a great fit:
- 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-level Spanish and intermediate English proficiency.
- 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.
