Role Summary

The HelpDesk Support Technician is responsible for providing high‑quality technical support to internal and external users, resolving incidents efficiently, and ensuring a positive support experience. This role handles L1/L2 troubleshooting, ticket management, onboarding/offboarding tasks, and contributes to documentation and continuous improvement efforts. The technician plays a key role in maintaining operational stability, service quality, and adherence to HelpDesk standards.

Key Responsibilities

End‑User Technical Support (L1/L2)
- Provide timely support for hardware, software, OS, and network‑related issues.
- Resolve incidents through remote or onsite support.
- Escalate complex issues to L2/L3, Lead, or IT teams as needed.
- Maintain strong customer service and communication throughout the support process.

Ticket Management & SLA Compliance
- Manage assigned tickets in the HelpDesk system (Jira Service Management or similar).
- Ensure accurate ticket categorization, prioritization, and status updates.
- Meet or exceed SLA targets for response and resolution.




- Document troubleshooting steps, root cause, and resolution clearly.
- Avoid overdue tickets through proactive communication and follow‑through.

Onboarding & Offboarding Support
- Prepare and configure laptops for new hires.
- Support secure offboarding by revoking access and recovering assets.
- Ensure all onboarding/offboarding tasks follow IT security and compliance standards.

Asset & Inventory Management
- Track IT assets including laptops, peripherals, and accessories.
- Support allocation, replacement, and recovery of equipment.
- Maintain accurate asset records and assist with audits.
- Report low inventory levels and coordinate replenishment with procurement.

Software, Access & Security Administration
- Support MFA, VPN, endpoint protection, and security tools.
- Ensure compliance with IT security policies and data protection standards.
- Assist with password resets, access re

📌 Technical Support Technician (Bogotá)
🏢 Agentic Dream
📍 Bogotá