It support engineer

Descripción de la vacante

We are looking for an experienced IT Support Engineer with a strong Service Desk background, excellent customer service skills and a proactive approach to technical problem-solving.

The successful candidate will provide Level 1 and Level 2 technical support to internal users, manage incidents and service requests, troubleshoot technical issues and ensure timely and effective solutions, delivering a high-quality service experience within a global organization.

Requirements

Bachelor's degree in Systems Engineering, Computer Science, Information Technology, Computer Engineering or related fields.

Minimum 5 years of experience in IT Support, Help Desk or Service Desk roles, preferably in large organizations.

Strong knowledge of ITIL / ITSM processes, incident management and service request management.

Experience with Microsoft 365, Azure, Active Directory, Share Point, One Drive, Exchange Online and Microsoft Teams.

Advanced troubleshooting skills in Windows 10 and 11, computer hardware, printers and IT peripherals.

Experience supporting engineering applications such as Autodesk, Bentley or AVEVA.

Knowledge of productivity applications such as Adobe, Foxit and Docu Sign.

Experience with IT ticketing systems and IT asset management.

English proficiency: B2 – Upper Intermediate (mandatory).

Key Competencies

Strong customer service orientation and commitment to internal user satisfaction.

Excellent verbal and written communication skills in English and Spanish.

Active listening, empathy and the ability to understand and address end-user needs.

Strong analytical, troubleshooting and problem-solving skills.

Sense of urgency and commitment to meeting Service Level Agreements (SLAs).

Teamwork and collaboration with internal departments and external service providers.

Proactive mindset, adaptability and continuous improvement orientation.

Ability to manage multiple requests and work effectively in a fast-paced, multicultural environment.

English Language Requirements – B2 (Mandatory)

Candidates must demonstrate an upper-intermediate level of English (B2), including:

Ability to communicate confidently and professionally in English, both verbally and in writing.

Experience handling technical support calls, emails and user requests in English.

Ability to understand technical requirements, troubleshoot issues and explain solutions to international users.

Effective communication with multicultural teams and global stakeholders.

Work Conditions

Location: Bogotá, Colombia.

Work arrangement: Hybrid

Availability for occasional local and international travel, depending on business needs.

If you have a strong technical background, excellent communication skills and a passion for delivering outstanding customer service, we invite you to apply!