Service Desk Support Specialist

hace 2 semanas

Medellín, Antioquia, Colombia Hatch A tiempo completo
Job Title: Services Desk Support

Job Summary:

Hatch is seeking an experienced Services Desk Support to join our team in Medellín. As a key member of our Shared Services group, you will provide technical support to end-users in local offices and remote offices daily, including PCs, telephones, mobile phones, network equipment, and other IT services.

Responsibilities:

  • Provide technical support to end-users in local offices and remote offices daily, including PCs, telephones, mobile phones, network equipment, and other IT services.
  • Respond to service requests and incidents from customers and users via telephone, email, chat, or web portal.
  • 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 assigned locations and/or projects.
  • Deploy image and software to computers locally and remotely.
  • Prepare and provide support documentation, including procedural documentation when required, including providing user and group training as required.
  • Manage the breakdown, relocation, and set-up of workstations to accommodate user relocations, site relocation, site remodels, and new location installations as assigned by support lead.
  • 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, Ricoh, Canon, HP multi-function printers, and other computer hardware.
  • Knowledge of engineering software such as Autodesk, ESRI, and Bentley products is a clear advantage but not required.
  • 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, OneDrive is required.
  • Application Support for Adobe Acrobat, Bluebeam, and other current and new applications that exist 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; 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.

Why Join Us?

  • Work with us to make a difference.
  • Collaborate on exciting projects to develop innovative solutions.

What We Offer:

  • Long-term career development.
  • Think globally, work locally.

We are committed to fostering a workforce that reflects the diversity of the communities in which we operate and serve. Hatch is an Equal Opportunity Employer that considers applicants without regard to age, race, color, national origin, citizenship, religion, creed, gender, sexual orientation, marital status, disability, veteran, or any other protected status. If you have any accommodation requirements, please let us know. We'll do our best to meet your needs in accordance with applicable local legislation.

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