IT Helpdesk Engineer

About the role

An IT Helpdesk Specialist is needed to provide hands-on technical support to employees, acting as the first point of contact for IT queries. The role covers troubleshooting across Windows and macOS environments, Microsoft 365, Intune, Active Directory, devices and network services. It is a fully onsite position in Bogota.

Key responsibilities

• Act as the first point of contact for IT queries and incidents via Microsoft Teams, Outlook, Jira Service Desk and other approved channels, logging, categorising, prioritising and resolving requests within agreed SLAs.
• Install, configure, maintain and troubleshoot IT equipment and applications on Windows and macOS, including desktops, laptops, printers, mobile devices and Intune-managed devices, following security policies.
• Manage user accounts, access and IT resources, including onboarding and offboarding, account creation and modification, Active Directory, Microsoft 365, Exchange Online, Intune, SharePoint Online and LAN services.
• Provide first and second-line support, own assigned incidents, escalate when needed and keep users informed.
• Maintain IT infrastructure, platforms and asset inventory, including hardware lifecycle tracking, databases, network services, procurement, deployment, vendor coordination and handovers.
• Create user guides and knowledge base articles, give basic end-user training on Microsoft Office and other systems, and contribute to IT service management best practices.