IT Helpdesk Engineer

About the role

ARRISE, a service provider in the iGaming industry with offices in several countries, is hiring an IT Helpdesk Engineer in Bogotá. The role is fully on-site and requires permanent in-office presence. It covers end-user support, first and second line troubleshooting, and maintenance of core IT infrastructure.

Key responsibilities

• Serve as the single point of contact for end users on IT queries and incidents via Microsoft Teams, Outlook, Jira Service Desk and other approved channels.
• Log, categorize, prioritize and manage support requests in Jira Service Desk, documenting them accurately and resolving them on time.
• Install, configure and maintain IT equipment and applications on Windows and Apple devices (macOS, iOS), including via Microsoft Intune, following security policies.
• Create, modify and deactivate user accounts and resources.
• Provide first and second line support for hardware and software issues on Windows, macOS, desktops, laptops, printers and mobile devices.
• Maintain Active Directory, Microsoft 365 (Exchange Online, Intune, SharePoint Online) and LAN services.
• Take ownership of incidents and service requests, monitor progress and update stakeholders regularly.
• Coordinate with external vendors and third-party support providers for advanced issues.
• Maintain IT asset inventory, including hardware lifecycle tracking and onboarding/offboarding documentation.
• Support procurement of IT equipment and software, and develop user guides, knowledge base articles and support documentation.
• Deliver basic training on Microsoft Office and other business systems, and adhere to SLAs.

Required profile

• Proven experience in a similar role such as System Administrator, Network Administrator or IT Support Engineer of at least 3 years.
• Bachelor's degree (BSc/BA) in Information Technology, Computer Science or a related field; university or technological degree minimum.
• English at professional level.
• Strong troubleshooting, analytical and problem-solving skills, with excellent verbal and written communication.

Required skills

• Active Directory, Microsoft 365, Intune and SharePoint (mandatory)
• Advanced knowledge of Windows and macOS, including support of desktops, laptops, printers and mobile devices
• Solid understanding of networking concepts, LAN/WAN, routers and switches
• Experience with databases and maintaining IT platforms across multiple operating systems
• Linux is a plus; professional certifications such as MCSA are an advantage