Key Responsibilities

First-Line Technical Support & Triage

- Serve as the primary point of contact for IT support requests received via phone, email, chat, and self-service portal.

- Log, categorize, and prioritize all incoming incidents and service requests in ServiceNow following ITSM standards.

- Diagnose and resolve common technical issues, including:

- Password resets and account unlocks (Active Directory / Azure AD)

- Basic Windows 10/11 operating system issues

- Microsoft 365 (Outlook, Teams, OneDrive) basic usage and configuration

- Hardware issues: laptops, desktops, printers, and peripherals

- Basic network connectivity (WiFi, VPN client, shared drives)

- Software installation and licensing requests

- Follow documented knowledge base articles and SOPs to resolve issues consistently.

- Escalate unresolved or complex incidents to Level 2 technicians with clear, complete documentation.

Service Management

- Maintain accurate and detailed ticket records throughout the incident lifecycle.

- Meet established response time SLAs and customer satisfaction targets.

- Provide timely updates to end users on the status of their requests.

- Assist in managing ticket queues and ensuring no requests are left unattended.

End-User Support & Communication

- Deliver friendly, patient, and professional support to users across office, plant, and field environments.

- Guide non-technical users through troubleshooting steps using clear, jargon-free communication.

- Support onboarding activities including account setup, device preparation, and application access provisioning.





Documentation & Knowledge Sharing

- Contribute to and maintain the internal knowledge base by documenting resolutions and frequently asked questions.

- Flag recurring issues to team leads for root cause analysis and process improvement.

Qualifications

Required

- 0–2 years of IT support, helpdesk, or customer service experience (internships and academic experience considered).

- Basic knowledge of Windows 10/11 and Microsoft 365 applications.

- Familiarity with Active Directory concepts (user accounts, password management).

- Strong verbal and written communication skills.

- Customer-focused attitude with a willingness to learn and follow structured processes.

- Ability to work in a team environment and follow escalation procedures.

Preferred

- Experience with a ticketing system (ServiceNow, Jira, Zendesk, or similar).

- Exposure to ITIL concepts or basic service management principles.

- Industry certifications or coursework such as:

- CompTIA A+ (or in progress)

- Microsoft 365 Fundamentals (MS-900)

- ITIL Foundation (or awareness)

- Associates or Bachelor’s degree in Information Technology, Computer Science, or related field.

Competencies

- Eagerness to learn and grow in a structured IT environment

- Strong attention to detail and commitment to accurate documentation

- Patience and empathy when supporting users of varying technical skill levels

- Ability to follow procedures and escalate appropriately

- Good time management and ability to handle multiple open tickets simultaneously

- Commitment to safety and Heidelberg Materials’ values

📌 Tier 1 Support Desk (Bogotá)
🏢 Stefanini LATAM
📍 Bogotá