Technical Support Analyst

hace 2 semanas

Bogotá, Bogotá D.E., Colombia Coupa Software A tiempo completo

Company Overview:
At Coupa Software, we are dedicated to harnessing the power of business spend to help our clients achieve their goals while promoting a positive impact on society. Our collaborative environment fosters innovation and creativity among our employees, suppliers, and customers.

Position Summary:
The IT Help Desk Specialist plays a crucial role in providing exceptional technical support to our users. This position requires a proactive approach to problem-solving and a commitment to ensuring user satisfaction.

Key Responsibilities:

  • Provide Level 1 technical support for IT service desk inquiries during US business hours.
  • Participate in weekend service desk coverage on a rotational basis.
  • Deliver end-user training and instructional support.
  • Respond promptly to user inquiries as the first point of contact.
  • Identify and implement corrective actions for technical issues.
  • Escalate security concerns in accordance with company protocols.
  • Take ownership of issues, ensuring thorough follow-up and resolution.
  • Monitor, analyze, and troubleshoot technical problems proactively.
  • Conduct quality assurance checks as necessary.
  • Build and maintain relationships with vendors.

Qualifications:

  • 3-5 years of total experience, with a minimum of 2 years in hands-on IT support.
  • A Bachelor’s degree in a related field or equivalent experience is preferred.
  • Proficiency in MAC OSX and Windows desktop operating systems, particularly Windows 10.
  • Experience with Microsoft Office 365 applications, including Outlook, Word, Excel, and PowerPoint.
  • Familiarity with Google Apps such as Gmail and Google Drive.
  • Knowledge of remote access technologies, including VPN and ZOOM.
  • Experience with backup technologies like Carbonite and Google Drive.
  • Basic understanding of networking concepts (TCP/IP, DNS, routing, subnetting).
  • Additional experience with tools such as Coupa, OKTA, Intune, JAMF, Jira/Confluence, and AWS is a plus.
  • Ability to perform well under pressure in a fast-paced environment.
  • Self-motivated individual with strong initiative.
  • Excellent communication and support skills, with a resourceful approach to troubleshooting.

Commitment to Diversity:
Coupa Software is an equal-opportunity employer, committed to fostering a diverse and inclusive workplace. We value the unique perspectives and contributions of all employees and are dedicated to ensuring that everyone feels respected and valued.

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