Service Desk Engineer

We're looking for a dedicated and detail-oriented Service Desk Engineer to join our technical support team in Bogotá, Colombia. As the primary point of contact for our global workforce, you will deliver exceptional technical support and service request fulfillment while maintaining the highest standards of customer satisfaction. This is a dynamic role that combines technical expertise with genuine empathy, offering you the opportunity to make a meaningful impact on our organization's operational success

• Strong interpersonal and customer service skills with a genuine commitment to supporting users at all organizational levels
• Excellent technical, analytical, and troubleshooting abilities with the capacity to solve complex IT problems systematically
• Proficiency in verbal communication in English, Spanish, and Portuguese; written communication skills in English required
• Demonstrated experience with IT ticketing systems (such as ServiceNow, Jira, or similar platforms)
• Solid knowledge of IT infrastructure, hardware, software, and common support scenarios
• Self-motivated with the ability to work independently and manage time effectively in a fast-paced environment
• Quick learner who embraces new technologies and processes with enthusiasm
• Experience with remote support tools and remote troubleshooting techniques
• Familiarity with incident management principles and service desk best practices
• Strong organizational skills with attention to detail and accuracy
• Resilient mindset with the ability to remain calm and empathetic when handling challenging situations
• Preferred: CompTIA A+, CompTIA Network+, or equivalent IT certification
• Preferred: Previous experience in a technical service desk or IT support role
• Answering phone calls within Service Level Agreements (SLA’s), whilst providing an excellent customer experience.
• Handling Live Chats efficiently and professionally.
• Logging, progressing and providing updates on tickets for incidents and service requests.
• Ensuring that first line incidents are resolved quickly and efficiently.
• Ensuring that second line incidents are investigated and promptly escalated where required.
• Managing open incidents, working with second and third line teams to gain the fastest resolution based on incident SLA’s.
• Providing remote and on-site support and fixes.
• Providing administrative support to ensure that business critical processes are adhered to.
• Maintaining and administering user accounts in line with security requirements.

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