Technical Support Specialist
hace 2 semanas
Requisition ID: 92879
Job Category: Information Technology
Location: Medellin, Antioquia, Colombia
Hatch is dedicated to fostering a better world through innovative solutions. With over 65 years of expertise in sectors such as mining, energy, and infrastructure, our team of 10,000 professionals across 150 countries is committed to enhancing the industries we serve. We prioritize practical, safe, and sustainable solutions, thinking globally while acting locally. If you are eager to contribute to a diverse team of exceptional professionals, we would love to hear from you.
As a vital part of our Shared Services division, which includes Finance, Marketing, Communications, Human Resources, Commercial, Legal, and Facilities, we empower the business to achieve its objectives through robust technical capabilities. Our focus is on delivering services through the expertise of our personnel, established methodologies, and advanced systems.
We are currently seeking a skilled Technical Support Specialist to enhance our operations in Medellín.
Key Responsibilities:
- Deliver technical assistance to end-users in local and remote offices, covering PCs, telephones, mobile devices, network equipment, and various IT services;
- Address service requests and incidents from users through multiple channels, including phone, email, chat, or web portal;
- Prioritize and manage service support requests in accordance with established service level targets;
- Escalate complex or unresolved issues to the appropriate support tier;
- Coordinate setup, management, and dismantling of corporate events;
- Monitor and update the service delivery system for assigned tickets and locations/projects;
- Deploy images and software to computers both locally and remotely;
- Prepare and provide support documentation, including procedural guides and user training as necessary;
- Oversee the breakdown, relocation, and setup of workstations for user relocations, site remodels, and new installations as directed;
- Uphold and promote departmental and organizational information security policies, standards, and procedures;
- Perform additional related duties as required;
- Aim for excellence in customer service in alignment with company values and expectations;
Qualifications:
- Post-secondary diploma or degree with experience in desktop/technical support within a Microsoft Windows network environment.
- Proficiency in supporting HP laptops/desktops, peripherals, and multi-function printers.
- Familiarity with engineering software such as Autodesk, ESRI, and Bentley products is advantageous but not mandatory;
- Knowledge of standard Service Desk software and experience in remote user support;
- Strong understanding of Microsoft products, including MS Office 365, Teams, SharePoint, and OneDrive;
- Application support experience for Adobe Acrobat, Bluebeam, and other relevant applications;
- In-depth knowledge of Windows Active Directory User and Computer Administration; MS Intune, SCCM, Microsoft Exchange, and 365 Admin;
- Experience managing Events, Live Meetings, Webinars, and corporate events using platforms like MS Teams, WebEx, or Zoom;
- Exposure to IT Service Management and delivery systems such as Zendesk, ServiceNow, Remedy, or Jira;
- Strong analytical, problem-solving, and troubleshooting abilities;
- Ability to work effectively in a team environment and independently as required;
- Certifications such as A+, Network +, Security +, or MCP are beneficial;
- Exceptional customer service skills;
- Proficient oral and written communication skills in English are essential;
- A minimum of two years of relevant experience in a similar corporate service desk technical support role;
- All candidates must possess legal authorization to work without employer sponsorship and be willing to travel if necessary;
Why Choose Hatch?
- Collaborate with talented individuals to create impactful solutions
- Engage in exciting projects that drive innovation
- Recognized as a top employer
What We Offer:
- Opportunities for long-term career growth
- A global perspective with local engagement
At Hatch, we are committed to building a diverse and inclusive workplace that fosters innovation. If you are interested in this role, we encourage you to apply even if your previous experiences do not perfectly match the listed qualifications.
We strive to create a workforce that reflects the diversity of the communities we 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 status, or any other protected status. If you have any accommodation requirements, please inform us, and we will do our best to meet your needs in accordance with applicable local legislation.
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