Technical Support Engineer - Service Desk L2 (Bilingual)
RECLUTAMIENTO · Bogota
Job description
About the role
We are looking for an IT Product Support – Service Desk Agent to provide Level 2 application support for our global eQMS platform, ensuring timely triage, investigation, resolution, and escalation of incidents, service requests, and operational issues.
Key responsibilities
- Provide L2 support for eQMS applications, managing incidents, requests, and standard changes through BMC Helix ITSM.
- Troubleshoot issues related to Document Control, Training, Change Management, reporting, integrations, synchronization, schedulers, signatures, and document workflows.
- Support go‑lives, hyper‑care, migrations, cutovers, and application releases.
- Collaborate with Service Desk, Development, Infrastructure, QA/Validation, Product Owners, SMEs, and business users.
- Maintain accurate ticket documentation, knowledge articles, troubleshooting guides, and known‑error information.
- Follow ITIL practices, GAMP5 principles, and applicable quality/validation procedures.
Required profile
- Experience in IT application support / service management.
- Experience with ticketing tools.
- Experience with technical troubleshooting.
- Knowledge of Document Control, Training, and Change Management.
- Advanced English proficiency is a must.
Required skills
- BMC Helix ITSM
- ITIL
- GAMP5
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Published 9 hours ago
Expires 1 month from now
2 views · 0 interested
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RECLUTAMIENTO
Bogota