We're looking for an IT Product Support - Service Desk Agent to provide L2 application support for a integral eQMS environment.
Location: Bogotá, Colombia - On-site
English: Solid/Advanced
Experience: 2-5 years in Service Desk / IT Application Support
Key Responsibilities:
- Handle L2 incidents, service requests, standard changes and escalations.
- Monitor and troubleshoot eQMS application issues.
- Support go-lives, hypercare, releases and data migration activities.
- Manage tickets using BMC Helix ITSM or similar tools.
- Coordinate with development, infrastructure, QA/validation and business teams.
- Maintain knowledge articles, troubleshooting guides and support documentation.
What we're looking for:
- Strong IT Service Management / ITIL mindset.
- Experience with ticketing and incident management.
- Knowledge of regulated systems, GAMP5, audit trails and electronic signatures.
- Experience with eQMS or Quality Management Systems is highly valued.
- Strong analytical and troubleshooting skills.
- Python, SQL, scripting, monitoring or log analysis are a plus.
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📌 Service Desk Agent - Bogotá
🏢 elempleo
📍 Bogotá
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