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IT Service Desk Lv1

hace 2 meses

Bogotá, Colombia EMAPTA A tiempo completo
Job Description

Join a Visionary Outsourcing Team

Emapta is redefining the outsourcing industry with personalized solutions. Since its founding in 2010, Emapta has been dedicated to providing clients with transparent, controlled, and high-quality outsourcing services. Emapta builds dedicated teams that seamlessly integrate with clients’ operations, offering premium office spaces, comprehensive legal and HR support, and cutting-edge IT solutions. With a holistic approach to talent management, Emapta ensures clients have complete day-to-day control over their offshore teams, fostering a perfect synergy with their business culture.


Your Next Career Move

Imagine a career where work-life balance isn’t just a buzzword but a reality. As an IT Service Desk Lv1 professional at Emapta, you’ll enjoy a fulfilling role that lets you grow professionally while enjoying perks like a stable work schedule, direct client exposure, and opportunities for career advancement. Embrace a future where your personal and professional goals coexist harmoniously. In this role, you’ll manage and support IT infrastructure, provide technical assistance, and ensure top-notch service delivery, all while maintaining a balanced and enriching lifestyle.


Employment Type: Indefinite term contract
Shift: Monday to Friday, 8am to 5pm CO time
Work Setup: Onsite in Bogota/Medellin


Key Responsibilities

  • Install, set up, roll out, and maintain the company's IT infrastructure.
  • Design, install, and repair station cabling/jacks as needed on servers, desktops, routers, switches, network equipment, etc.
  • Assist in maintenance activities and disaster recovery testing.
  • Provide onsite, remote, telephone, and email technical support to both internal and external customers of Emapta.
  • Maximize the number of resolved incidents at the first line without referral, enhancing customer satisfaction and user experience.
  • Ensure compliance with prescribed SLA targets by efficiently managing and resolving incidents and service requests.
  • Register, own, and manage all assigned incidents and service requests to ensure timely resolution and accurate documentation.
  • Provide technical advice to users, enabling them to resolve issues via email, IM, or phone.

Requirements

What We’re Looking For

  • Previous experience providing 1st level technical assistance concerning computer hardware and software, including printing, software installation, word processing, electronic mail, and operating systems locally or remotely.
  • Proven ability to work effectively while maintaining composure and professionalism.
  • Strong communication skills to interact with customers, demonstrate enthusiasm, and display sound judgment and common sense.
  • Adaptability to handle rapid technological and business changes effectively.
  • Ability to analyze the performance of hardware and software interfaces and identify alternatives for optimizing computer resource usage.
  • Capability to complete service requests regarding software and hardware problems.
  • Skill in categorizing and prioritizing tickets based on impact, urgency, and relative service affected, ensuring appropriate SLA target response.


Benefits

What’s in it for You?

  • 5-day work week
  • Prepaid medical coverage
  • Work items (laptop, mouse, and headset)
  • Indefinite term contract
  • 5 extra days of vacation leave (20 in total) that can be monetized
  • Direct exposure to clients
  • Career growth opportunities
  • Diverse and supportive work environment
  • Prime office locations in Bogota and Medellin
  • Upskilling opportunities through Emapta Academy


Join Emapta and become part of a team that values your work-life balance and professional growth. Apply now and take the first step towards an exciting and balanced career #EmaptaExperience



Requirements
What We’re Looking For Previous experience providing 1st level technical assistance concerning computer hardware and software, including printing, software installation, word processing, electronic mail, and operating systems locally or remotely. Proven ability to work effectively while maintaining composure and professionalism. Strong communication skills to interact with customers, demonstrate enthusiasm, and display sound judgment and common sense. Adaptability to handle rapid technological and business changes effectively. Ability to analyze the performance of hardware and software interfaces and identify alternatives for optimizing computer resource usage. Capability to complete service requests regarding software and hardware problems. Skill in categorizing and prioritizing tickets based on impact, urgency, and relative service affected, ensuring appropriate SLA target response.