The Level 2 Service Desk Technician supports digital workforce by delivering advanced technical support across our North American operations. This role is responsible for resolving complex incidents and service requests, supporting critical business applications, and ensuring a high-quality IT experience for employees in offices, plants, terminals, and field environments. The technician works within our integral IT framework to help enable operational excellence, safety, and business continuity.

Key Responsibilities

Technical Support & Troubleshooting
- Diagnose and resolve advanced technical issues involving:
- Windows 11 and enterprise software
- Network connectivity (LAN/WAN/VPN/Wi‑Fi)
- Active Directory, Azure AD, MFA, identity and access management
- Support Heidelberg Materials’ line‑of‑business applications used across cement, aggregates, ready-mix, and logistics operations.
- Provide remote and on-site support to users at corporate offices, local business units, and plant facilities.

Service Management
- Manage and resolve incidents, requests,



and problems within ServiceNow, Heidelberg Materials’ global ITSM platform.
- Maintain accurate, detailed ticket documentation following IT service management standards.
- Escalate unresolved issues to Level 3 or specialized global IT teams as needed.
- Meet established SLAs, KPIs, and compliance standards across IT services.

Systems & Administration
- Perform user provisioning, access changes, and offboarding in alignment with global identity governance practices.
- Assist with imaging and configuring end‑user devices.
- Apply updates, patches, and perform routine system and workstation maintenance.
- Support configuration and management of Intune, SCCM, and other enterprise device management tools.
- Partner with infrastructure, network, cybersecurity, and global IT service teams to resolve multi‑disciplinary technical issues.
- Communicate clearly with both technical and non‑technical users across a diverse organi

📌 Level 2 Service Desk (Bogotá)
🏢 Stefanini LATAM
📍 Bogotá