Advanced professional English is mandatory.
The consultant will participate in meetings with integral teams and international business users.
Required Experience
Minimum of 10 to 12 years experiences in a large global Corporate IT Service Delivery/Support environment
Highly Technically Skilled to support the business and displays logical "from the ground up thinking and troubleshooting"
Troubleshooting of a wide range of desktop and infrastructuresoftware systems
Expert level Microsoft Office 365 and operating system Support
Process, results and Service delivery driven
Experience with ServiceNow processes and reporting capabilities
Advanced understanding of how domains and infrastructure work
Technology / Functional landscape
Fixing Server patch issues
Project folder creation in Nasuni filer - configuring access
Project folder creation on fileservers
VM configuration on Azure using terraform workspace
Troubleshooting issues on Azure servers
VM migration from on-prem to azure, vice versa
Physical server/storage configuration
idrac firmware updates/failed hardware replacement and follow ups with vendor
Troubleshooting application issues
VMware to Hyper v migration
Basic Vxrail knowledge as we are already moving out of vxrail
Troubleshooting knowledge of Dell PowerEdge servers/Powervault storage hardware.
Server Support L3 & L4 resources
Provide support that is focused on complex issues ranging from office/windows products to engineering tool support issues including advanced software support
Provide technical expertise and guidance to resolve complex issues that fall outside standard troubleshooting procedures.
Identifies,



researches and resolves technical problems that are difficult and complex
Coordinate with other teams or departments to resolve issues and create knowledge base articles from these situations that will help resolve the same issues faster in the future.
Performs detailed root cause analysis on IT issues
Analyzing and Driving ticket root cause analysis and process improvements to ensure timely and effective resolution in future ( Root cause and Remediations )
Knowledge and data identification/retention - Own building a comprehensive internal knowledge base and input data into service now which will aid future automations/ticket resolution.
Drive a data driven culture
Monitor the outsourced partner's performance and push back on incomplete or improperly handled tasks.
Design and implement efficient workflows to streamline issue resolution and escalation procedures.
Identify opportunities for automations and monitor outsource partners automations efforts to keep vendors accountable for deliverables
Support/manage Application packing and application packaging submission activities done by outsource partners
Team is a learning machine: Ensure that any or all new knowledge received is strategically collected, learnt, documented and data is captured in the right place
Support/Own local license server support globally
Support/Own troubleshooting that involves engagement with software vendors and outsource partners
Support/Own collaboration efforts between departments/teams that are aimed at improvement (SAM team, product managers, procurement etc.)
Mandatory Validation Criteria
Advanced professional English
Availability to work in a ON-Site model in TIJUANA Mexico or BOGOTA Colombia.
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📌 Server Support Architect (Bogotá)
🏢 Flexible IT Business Solutions
📍 Bogotá