Help Desk Specialist

Senior Talent Acquisition Specialist at Pyramid Consulting We are seeking a Support Engineer with 3–5+ years of experience to provide high-quality technical support for internal users of our computer systems, applications, and hardware. The role involves troubleshooting, problem resolution, and collaboration with cross‑functional technical teams to ensure smooth IT operations. This is a fully remote position based in Bogotá, Colombia, working night shifts to support our Africa‑based operations. Key Responsibilities Provide technical support to market users for software applications and hardware (e.g., Kiosks). Respond to inquiries regarding system procedures, online transactions, systems status, and downtime protocols. Collaborate with network services, software engineering, and application development teams to diagnose and resolve technical issues. Maintain and update a troubleshooting and issue tracking log, ensuring timely resolution and documentation of incidents. Assist with the setup, configuration, and deployment of software environments, including menu updates, feature enablement, and platform settings required for client operations. Ensure compliance with internal IT policies and procedures, including data security and user access management. Assist with menu configuration and validation for client environments, ensuring accuracy across kiosk, web, and mobile ordering platforms. Collaborate with the Menu and CS teams to troubleshoot menu‑related issues, deployments, and sync operations. Contribute to improving support processes by identifying recurring issues and suggesting enhancements. Complexity & Problem Solving Learn and execute routine assignments of limited scope and complexity. Follows standard procedures and best practices to solve recurring or well‑defined problems. Escalates more complex issues to senior team members when necessary. Autonomy & Supervision Works under general supervision for routine tasks and receives detailed guidance on new assignments. Work is reviewed at regular intervals for accuracy, completeness, and compliance with standards. Operates within established processes and performance metrics. Communication & Influence Builds and maintains stable working relationships with internal stakeholders. Communicates regularly with supervisors, project leads, Customer Success Team, and peers to seek feedback and alignment. Provides clear and factual updates on issue resolution progress. Explains policies, technical procedures, and standard practices in a professional and service‑oriented manner, with solid command of the English language. Knowledge & Experience Bachelor’s degree in information technology, Computer Science, or a related field (or equivalent experience). 3–5+ years of experience in technical support, IT helpdesk, or similar roles. Strong conceptual knowledge of IT support principles, troubleshooting methodologies, and ticketing systems. Experience working in a remote environment and across different time zones is preferred. Proficiency in English (spoken and written) is essential for the role. Familiarity with network fundamentals, SaaS, system administration tools, and remote support utilities is a plus. Experience working with APIs and using tools like Postman or similar for testing, validation, and troubleshooting of service integrations. Customer‑focused and solution‑oriented. Strong analytical and troubleshooting skills. Effective communication and documentation abilities. Ability to prioritize and manage multiple issues in a fast‑paced environment. Collaborative mindset and willingness to learn from senior team members. Attention to detail and strong follow‑up discipline. Additional Information Work Hours: Night shift coverage: 11:00 p.m. – 8:00 a.m. (approx.) Colombia time, aligned with Africa business hours. Flexibility for occasional weekend or on‑call coverage may be required. Remote Setup: Must have reliable internet connectivity and a dedicated workspace. Seniority level Executive Employment type Contract Job function Information Technology IT Services and IT Consulting #J-18808-Ljbffr