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, both domestically and internationally. You will collaborate closely with a worldwide IT team and report directly to the Regional Service Desk Manager.

Key Responsibilities:

  • Delivering first-line IT assistance for incidents and service requests, either in person or through remote support tools.
  • Taking ownership of issues and proactively ensuring all incidents or service requests are resolved within the established SLAs.
  • Documenting, tracking, and managing the lifecycle of incidents or requests in the ITSM system, adhering to ITIL best practices.
  • Identifying root causes and implementing solutions to prevent recurrence of issues.
  • Exploring and executing strategies to minimize the volume of calls to the Service Desk.
  • Managing user accounts, permissions, and access rights across various technology platforms while ensuring compliance with InfoSec, SOX, and GDPR regulations.
  • Providing support for Microsoft 365 applications.
  • Managing on-premises and Azure Active Directory user and group objects.
  • Supporting business systems and third-party applications.
  • Contributing to the knowledge base and developing support documentation.
  • Collaborating effectively within a team and with vendors as necessary.
  • Setting up and configuring new hardware to meet organizational needs.
  • Monitoring and maintaining network equipment, servers, VOIP systems, and audiovisual technologies.
  • Staying informed about technological advancements and new IT support methodologies.
  • Keeping the Service Desk Manager and peers updated on trends, significant issues, and unexpected delays.
  • Recognizing when to escalate IT issues to second-line support or other IT departments.
  • Following the ITIL framework for managing incident lifecycles.
  • Performing maintenance on audiovisual technologies used in meeting rooms and providing support during meetings as needed.
  • Achieving results aligned with individual and team KPIs.

Minimum Qualifications:

  • At least 2 years of relevant work experience.
  • Proficiency in English.
  • Technical vocational training or a comparable combination of education and experience.
  • Strong written and verbal communication skills.
  • Excellent problem-solving abilities.
  • Self-motivated and capable of working effectively in a team.
  • Strong multitasking capabilities.
  • Proven customer service experience with diverse populations.
  • Ability to quickly learn new systems and technologies.
  • Capability to analyze, comprehend, and effectively communicate complex technical information.
  • Familiarity with SOX, GDPR, PCI DSS, and ISO 27001 standards.
  • Understanding of ITIL's ITSM framework.
  • Knowledge of Microsoft 365, on-premises and Azure Active Directory, network technologies, and VOIP systems.
  • Proficient in Windows 7/10, Mac OS, MS Office suite, and general desktop support.
  • Familiarity with mobile operating systems, including Android/iOS and mobile deployment management.
  • Ability to perform effectively and professionally under pressure.
  • Authorization to work in Colombia is required.

Preferred Qualifications:

  • CompTIA A+, Network+ certifications.
  • CCNA certification.
  • ITIL V4 Foundation Certification.
  • Microsoft Azure or any Microsoft 365 certification.
  • Experience with SCCM/InTune.
  • Knowledge of network troubleshooting, routers, switches, WAPs, DHCP, DNS, TCP/IP, firewalls, WAN, and LAN.
  • Experience supporting Mac devices with JAMF.

Physical Requirements:

  • Ability to sit, stand, walk, climb, lift up to 50+ pounds, pull, push, carry, grasp, reach, bend, crawl, and maintain visual acuity.
  • Effective communication skills, including speaking and listening.
  • Possibility of driving a vehicle as required.

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