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