Service Desk Engineer

About the role

We are seeking a dedicated Service Desk Engineer to join our technical support team in Bogotá. As the first point of contact for our global workforce, you will deliver high‑quality technical assistance and ensure service requests are fulfilled promptly, contributing directly to the operational success of a leading online gambling company.

Key responsibilities

• Answer phone calls and live chats within defined Service Level Agreements while maintaining excellent customer experience.
• Log, track, and update tickets for incidents and service requests using an IT ticketing platform.
• Provide remote troubleshooting and support for hardware, software, and network issues.
• Collaborate with other IT teams to resolve complex problems and implement solutions.
• Follow incident management processes and service‑desk best practices to ensure timely resolution.

Required profile

• Strong interpersonal and customer‑service orientation with the ability to support users at all levels.
• Excellent analytical and problem‑solving skills, capable of handling complex IT issues systematically.
• Fluent verbal communication in English, Spanish, and Portuguese; written English proficiency required.
• Self‑motivated, able to work independently in a fast‑paced environment.
• Resilient and calm when dealing with challenging situations.

Required skills

• Experience with IT ticketing systems such as ServiceNow or Jira.
• Solid knowledge of IT infrastructure, hardware, and software support scenarios.
• Proficiency with remote support tools and remote troubleshooting techniques.
• Understanding of incident management principles and service‑desk best practices.
• Relevant certifications (e.g., CompTIA A+, CompTIA Network+) are a plus.