Position Summary The Level 2 Service Desk Technician supportsdigital 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 global 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
- Microsoft 365 (Outlook, Teams, SharePoint, OneDrive, etc.)
- Network connectivity (LAN/WAN/VPN/Wi‑Fi)
- Hardware: laptops, desktops, mobile devices, printers, peripherals
- 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’ integral 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.

Collaboration & Communication

- 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 organization.
- Provide knowledge sharing and mentorship to peers to strengthen the overall support team.

Documentation & Continuous Improvement

- Create and maintain knowledge base articles, SOPs, and troubleshooting documentation.
- Identify recurring issues and recommend process or system improvements to enhance service quality.
- Actively contribute to Heidelberg Materials’ continuous improvement culture by supporting standardization and efficiency initiatives.

Qualifications

Required

- 2–4 years of IT support or service desk experience in an enterprise environment.
- Strong proficiency with Windows 11, Microsoft 365, and Active Directory.
- Experience using ServiceNow or a similar ITSM platform.
- Understanding of core networking concepts: TCP/IP, DNS, DHCP, VPN.
- Proven ability to troubleshoot and resolve advanced hardware and software issues.
- Excellent communication, customer service, and problem‑solving skills.
- Ability to support users in both office and industrial‑plant environments.

Preferred

- Experience with Azure AD, Intune, SCCM, and related Microsoft cloud technologies.
- Familiarity with ITIL frameworks and service management best practices.
- Industry‑relevant certifications such as:
- CompTIA A+, Network+, Security+
- Microsoft MD‑102 or related
- ITIL Foundation

📌 Level 2 Service Desk (Bogotá)
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📍 Bogotá