Helpdesk Level Ii Technician

hace 2 días

Bogota, Colombia HH Global A tiempo completo

HH Global is a global marketing services group specializing in the execution of print, digital and retail media. Providing services to brands and retailers, both directly and via their nominated agencies, HH Global delivers a seamlessly integrated customer brand experience and a greater measurable return on marketing investment. With offices across Europe, the US, Latin America, the Middle East and Asia-Pacific, we deliver for some of the most successful and challenging brands in the world and are a market leader in the coordinated, leveraged, management of global marketing supply chains to unify and synchronize all customer touchpoints across print, digital and retail media.

**HELPDESK LEVEL II TECHNICIAN**

The role will be the first main contact for all tier-2 technical support needs for internal users. The position will provide customer service and troubleshoot a variety of technical issues, including hardware, software, utilities, and telecommunications.

**RESPONSIBILITIES**
- Providing technical support and consulting services on all IT related matters
- Answering inquiries received at the Help Desk and accurately classifying, prioritizing and recording the service requests into Zendesk Ticketing system
- Working with users to appropriately diagnose the nature of their problems and resolving software, hardware and mobile device issues
- Working with vendor support contacts to resolve technical problems with desktop computing equipment and software
- Responsible for imaging, configuration and deployment of new workstations
- Redeployment (imaging and configuring) of workstations to new users as necessary
- Checking the queue for tickets that have come in after other shifts have ended and working tickets that can be worked
- Escalation Point for Tier 2 or management as necessary
- Correctly prioritizing tickets as needed (Low, Normal, High, Urgent, Critical)

**REQUIREMENTS**
- 2-4 years of experience in IT or an equivalent combination of work experience and education
- Bachelor’s degree in a related field preferred
- Strong analytical, quantitative, and problem-solving abilities
- Ability to identify and solve problems with limited supervision
- Thorough attention to detail
- Experience excelling within fast paced, high energy environments
- Entrepreneurial minded with an internal drive to continuously hit goals and succeed
- Fluent in english preferred

Your resume will be reviewed by a member of our Recruiting team and we’ll reach out to you directly if there’s a fit. We’re using video conferencing software (Microsoft Teams) to conduct our interviews, but all interviews will be live with a member of our Recruiting or Hiring teams.

Equal Employment Opportunity Employer: HH Global is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, gender, gender identity and gender expression, or any other characteristic protected by law.

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