Technical Support Specialist

hace 4 días

Medellín, Antioquia, Colombia Hatch A tiempo completo

About Hatch

Hatch is a leading company that is passionately committed to the pursuit of a better world through positive change. With over 65 years of business and technical expertise in various industries, our team of experts works tirelessly to better the industries in which we operate. We strive to provide practical solutions that are safe, innovative, and sustainable, thinking globally while acting locally.

Our Shared Services Group

As part of our Shared Services group, comprised of Finance, Marketing, Communications, Human Resources, Commercial, Legal, and Facilities, we support the business in achieving their goals through a range of strong technical capabilities. We ensure delivery of services through the skills of our people, methodologies, and systems.

About the Role

We are currently seeking an experienced Technical Support Specialist to join our team in Medellín. As the successful candidate, you will have:

  • Responsibilities:
  • Provide technical support to end-users in local offices and remote offices daily, including PCs, network equipment, and other IT services;
  • Respond to service requests and incidents from customers and users via various channels;
  • Prioritize and manage service support requests in line with expected service levels targets;
  • Escalate complex or unresolved problems to the appropriate level of support;
  • Setup, oversee, and teardown corporate events;
  • Monitor and update the service delivery system for assigned tickets and locations;
  • Deploy images and software to computers locally and remotely;
  • Prepare and provide support documentation, including procedural documentation when required;
  • Manage the breakdown, relocation, and setup of workstations to accommodate user relocations and site remodels;
  • Promote and adhere to departmental and organizational information security policies, standards, and procedures;
  • Perform other related duties incidental to the work described;
  • Strive for excellence in customer service in line with the company values and expectations;

Qualifications:

  • College diploma or degree with experience in desktop/technical support in a Microsoft Windows network environment;
  • Ability to support HP laptop/desktop computers, peripherals, and other computer hardware;
  • Knowledge of engineering software such as Autodesk, ESRI, and Bentley products is a clear advantage;
  • Familiarity with standard Service Desk software and a good knowledge of remote user support;
  • Excellent understanding of Microsoft products, including MS Office 365, Teams, SharePoint, and OneDrive;
  • Application Support for Adobe Acrobat, Bluebeam, and other current and new applications within the organization;
  • In-depth knowledge of Windows Active Directory User and Computer Administration; MS Intune, SCCM, Microsoft Exchange, and 365 Admin;
  • Experienced in handling events, live meetings, webinars, and corporate events using MS Teams, WebEx, or Zoom Video or similar platforms;
  • Exposure to IT Service Management and delivery systems, e.g., Zendesk, ServiceNow, Remedy, Jira;
  • Strong analytical, problem-solving, and troubleshooting skills;
  • Ability to function well in a team environment and work independently as needed;
  • A+, Network+, Security+, or MCP certifications are an asset;
  • Strong customer focus skills;
  • Strong oral and writing proficiency in English is mandatory;
  • Minimum two-year relevant experience working in a similar corporate service desk technical support role;
  • All candidates must have legal authorization to work without employer sponsorship and ability to travel if necessary;

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