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

📌 Technincal Support Engineer (Bogotá)
🏢 Stefanini LATAM
📍 Bogotá