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 provide high‑quality technical assistance and ensure service requests are fulfilled promptly, while maintaining excellent customer satisfaction.

Key responsibilities

• Answer phone calls and live chats within defined Service Level Agreements.
• Log, progress, and update tickets for incidents and service requests using an IT ticketing platform.
• Deliver remote troubleshooting and support for hardware, software, and network issues.
• Collaborate with other IT teams to resolve complex problems and implement solutions.
• Maintain accurate documentation of support activities and follow incident management best practices.

Required profile

• Strong interpersonal and customer‑service orientation.
• Excellent analytical and troubleshooting abilities.
• Fluent verbal communication in English, Spanish, and Portuguese; written English required.
• Self‑motivated, able to work independently in a fast‑paced environment.
• Resilient and calm when handling challenging situations.

Required skills

• Experience with IT ticketing systems such as ServiceNow or Jira.
• Solid knowledge of IT infrastructure, hardware, and software support.
• Proficiency with remote support tools and remote troubleshooting techniques.
• Understanding of incident management principles and service‑desk best practices.
• Preferred certifications: CompTIA A+ and CompTIA Network+.