IT Helpdesk Associate (Bogotá, Contractor)

About the role

Veho, an end-to-end logistics platform for ecommerce brands, is hiring an IT Operations Engineer to join its growing IT organization in Bogotá, Colombia. Reporting to the IT Supervisor, the role combines hands-on technical support, identity and access management, device lifecycle engineering and operational excellence for both remote and in-office staff. It also involves owning small-to-medium IT projects and serving as a technical anchor for Latin America operations.

Key responsibilities

• Triage Tier 1 and Tier 2 incidents and service requests, and meet or exceed SLAs
• Provide in-office IT support in Bogotá: device setup, hardware receiving, wiping, re-imaging, inventory tracking, internet service management and local operational assistance
• Perform root cause analysis on recurring issues and manage escalations to Tier 3 or external vendors
• Manage identity and access across Okta, Google Workspace, Slack and connected cloud systems, with automated onboarding and offboarding
• Integrate AI-driven solutions and low-code/no-code automation to speed ticket resolution
• Maintain technical documentation, SOPs and end-user self-service guides
• Monitor system health, run administrative maintenance on endpoints, MDM platforms and SaaS tools, and keep asset and license data accurate
• Take part in a bi-weekly off-hours on-call rotation

Required profile

• Bachelor's degree in IT, Computer Science, Systems Engineering or a related field; equivalent practical experience counts in place of a degree
• 5+ years of progressive IT experience in helpdesk, IT operations, desktop support or systems administration in a high-growth environment
• Experience administering enterprise SaaS solutions: Okta, MDM (Kandji, Intune/Jamf), Google Workspace, Slack and ticketing platforms (Jira Service Management, Freshservice)
• Professional English and Spanish (written and spoken)

Required skills

• macOS and Windows troubleshooting, hardware diagnostics and endpoint configuration
• Foundational networking: DNS, DHCP, VPNs, subnets, Wi-Fi troubleshooting, basic switch/router management
• Asset tracking, hardware procurement, vendor and hardware logistics

What we offer

• Equity package for U.S.-based roles, plus medical, dental and vision coverage and a 401(k)
• Unlimited PTO for exempt-level roles