IT Support Specialist

hace 2 semanas

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

We are looking for a highly motivated and experienced IT Service Desk Technician to join our dynamic and international business setting. As a key member of our global IT team, you will be responsible for resolving IT issues of varying complexities across a range of IT systems for onsite staff as well as domestic and international remote staff.

You will work collaboratively with our global IT team and report directly to the Regional Service Desk Manager. While predominantly providing 1st line IT support, you may also be required to participate in the delivery of various IT projects, including but not limited to the physical installation and setup of various types of hardware such as PCs, Macs, routers, and switches.

Key Responsibilities

Key job responsibilities include, but are not limited to:

  • Providing 1st line IT support for incidents and service requests in person or via remote support tools.
  • Taking ownership and a proactive approach to ensure all incidents or service requests are resolved or closed within the agreed upon SLAs.
  • Recording, tracking, and documenting the lifecycle of an incident or request within the ITSM system following ITIL best practices.
  • Fixing causes, not just symptoms, and doing what is necessary to prevent problems from recurring.
  • Investigating and implementing ways of reducing calls to the Service Desk.
  • Managing end-user accounts, permissions, and access rights to various technology platforms while ensuring that all InfoSec, Compliance, SOX and GDPR requirements are consistently observed.
  • Providing 1st line Microsoft 365 support.
  • Managing on prem and Azure AD user and group objects.
  • Supporting KI's business systems and 3rd party applications.
  • Contributing to our knowledge base and writing support documentation.
  • Working effectively and productively within a team and with vendors as required.
  • Setting up and configuring new hardware to meet business requirements.
  • Monitoring and maintaining network equipment, servers, VOIP telephony systems and AV technologies.
  • Keeping up to date on technology and new IT support techniques.
  • Keeping peers and the Service Desk Manager informed of trends, significant problems, and unexpected delays.
  • Recognizing when to escalate IT issues to 2nd line support or other IT groups.
  • Following the ITIL Framework when managing an Incident life cycle.
  • Carrying out maintenance on AV technologies used in our meeting rooms and supporting meetings when and where required.
  • Delivering results set against individual and team KPIs.

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