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We are currently on the lookout for a Support Desk Engineer to join our team at Cloudstaff, the #1 workplace everywhere Think you qualify for the role? Attach a 1-2 minute video intro and introduce yourself to us so we can meet you virtually. Attach this together with your updated CV to become a priority applicant
Role: Support Desk Engineer
Work Arrangement: Work from Office
Location: Colombia - Bogotá
Schedule: Morning Shift
Job description:
A Support Desk Engineer is the first line of client technical support and is responsible for providing a high level of customer service. This role receives end-user tickets via phone, desktop application, and email submissions. They assist clients remotely by identifying solutions and troubleshooting system issues. A Support Desk Engineer follows standard procedures for ticket escalation and documentation to ensure timely and effective resolution.
CLIENT SERVICE EXCELLENCE
• In all tasks and responsibilities, be a champion and representative of the Five Nines Fundamentals.
• Need a refresher? Our Five Nines Fundamentals can be found here: Fundamentals.pdf
CORE RESPONSIBILITIES
85% - Client Service & Support
• Serve as the first point of contact for incidents and service requests
• Troubleshoot IT issues for clients
• Support technical issues related to core business applications and operating systems
• Assist with basic network-level support, including WAN and LAN connectivity
• Provide basic remote access solution implementation and support: VPN, Terminal Services, and Citrix
• Provide the highest level of customer service and satisfaction
• Work through a daily schedule in ConnectWise and maintain ongoing ticket review
• Update tickets regularly and keep the partner informed of progress, impending changes, or agreed outages
• Ensure service goals are met; es
📌 Support Desk Engineer (Bogotá)
🏢 Cloudstaff
📍 Bogotá
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