IT Support Specialist

hace 2 semanas

Bogotá, Bogotá D.E., Colombia Kaplan International Languages A tiempo completo

We are seeking a dedicated and skilled full-time IT Support Specialist who is eager to advance their career within a vibrant and global business environment. In this position, you will address IT challenges of various complexities across multiple IT systems for both onsite personnel and remote staff across different regions. You will collaborate closely with a worldwide IT team and report directly to the Regional Service Desk Manager.

Your primary responsibility will be to deliver 1st line IT support, but you may also engage in various IT projects, including the physical installation and configuration of hardware such as PCs, Macs, routers, and switches. You will be accountable for logging and managing your tasks while monitoring business systems and resolving issues. The working hours are from 08:00 to 17:00, Monday to Friday, and you should be prepared to conduct site visits as necessary.

This position is primarily office-based.

Key Responsibilities Include:

  • Delivering 1st line IT support for incidents and service requests in person or through remote support tools.
  • Taking ownership and a proactive stance to ensure all incidents or service requests are resolved or closed within the established SLAs.
  • Documenting, tracking, and managing the lifecycle of incidents or requests within the ITSM system, adhering to ITIL best practices.
  • Addressing root causes rather than just symptoms to prevent recurring issues.
  • Exploring and implementing strategies to reduce the volume of calls to the Service Desk.
  • Managing end-user accounts, permissions, and access rights while ensuring compliance with InfoSec, Compliance, SOX, and GDPR standards.
  • Providing 1st line support for Microsoft 365.
  • Managing on-premises and Azure AD user and group objects.
  • Supporting business systems and third-party applications.
  • Contributing to the knowledge base and creating support documentation.
  • Collaborating effectively within a team and with vendors as required.
  • Setting up and configuring new hardware to align with business needs.
  • Monitoring and maintaining network equipment, servers, VOIP telephony systems, and AV technologies.
  • Staying updated on technology and new IT support methodologies.
  • Keeping peers and the Service Desk Manager informed of trends, significant issues, and unexpected delays.
  • Recognizing when to escalate IT issues to 2nd line support or other IT teams.
  • Following the ITIL Framework in managing the incident lifecycle.
  • Performing maintenance on AV technologies used in meeting rooms and supporting meetings as needed.
  • Achieving results based on individual and team KPIs.

Minimum Qualifications:

  • 2+ years of relevant work experience.
  • Proficiency in English.
  • Technical vocational training or an equivalent combination of training and experience.
  • Strong written and verbal communication skills.
  • Excellent problem-solving abilities.
  • Self-motivated and capable of working effectively within a team.
  • Strong multitasking capabilities.
  • Proven customer service skills with a diverse clientele.
  • Demonstrated ability to quickly learn new systems and technologies.
  • Ability to analyze, comprehend, and effectively communicate complex technical materials.
  • Familiarity with SOX, GDPR, PCI DSS, ISO 27001 regulations and standards.
  • Understanding of ITIL's ITSM framework.
  • Knowledge of Microsoft 365, on-premises & Azure AD, network technologies, and VOIP systems.
  • Proficient in Win 7/10, Mac OS, MS Office productivity suite, and general desk support.
  • Familiarity with mobile OS (Android/iOS) and Mobile Deployment Management.
  • Ability to operate effectively and professionally under pressure.
  • Must be authorized to work in the region.

Preferred Qualifications and Experience:

  • CompTIA A+, Network + certifications.
  • CCNA certification.
  • ITIL V4 Foundation Certification.
  • Microsoft Azure or any Microsoft 365 Certification.
  • Knowledge and experience with SCCM/InTune.
  • Experience in network troubleshooting, routers, switches, WAPs, DHCP, DNS, TCP/IP, Firewalls, WAN, and LAN.
  • Familiarity with Mac OS and enterprise-level support for Mac devices using JAMF.

Physical Requirements:

  • Sitting
  • Standing
  • Walking
  • Climbing
  • Lifting up to 50+ pounds
  • Pulling
  • Pushing
  • Carrying
  • Grasping
  • Reaching
  • Bending
  • Crawling
  • Visual Acuity
  • Color Determination
  • Speaking
  • Listening
  • May require driving a vehicle

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