Desktop Support Associate, Tier 2

About the role

We are looking for a Desktop Support Associate (Tier 2) to join the on‑site IT team at a major global technology client’s Bogotá office. The position is hands‑on and hardware‑focused, providing day‑to‑day support for employee workstations, monitors, peripherals and related inventory. You will work under clear SOPs, meet strict ticket SLAs and contribute to a well‑organized workspace.

Key responsibilities

• Install, troubleshoot, and replace monitors, keyboards, and other desk peripherals based on support tickets.
• Diagnose hardware issues such as cabling faults or equipment failures and resolve or escalate according to SOPs.
• Meet ticket SLA targets (typically 2–5 business days depending on severity).
• Conduct regular inventory audits and maintain an accurate stock area.
• Perform proactive desk audits to identify potential issues before they become tickets.
• Participate in short daily check‑in calls for planning and reporting.
• Occasionally travel to nearby sites within the Bogotá region when required.
• Suggest process‑improvement ideas for workspace organization.

Required profile

• Prior experience in desktop or help‑desk support (Tier 1 or Tier 2) or a highly process‑driven, hands‑on environment such as warehousing or logistics.
• Comfort with repetitive, structured tasks and strict adherence to SOPs.
• Clear written communication in English and ability to support end users in Spanish.

Required skills

• Desktop hardware support (monitors, keyboards, peripherals).
• Hardware troubleshooting and replacement.
• Ticketing system operation with SLA awareness.
• Inventory management and audit procedures.

What we offer

• Stable client environment with clear ownership of day‑to‑day operations.
• Exposure to a large global organization and close interaction with leadership.
• Opportunity to build experience supporting a major client such as Amazon.