Desktop Service

Language requirements:

- LATAM:

fluent English plus Portuguese, Spanish and French; Portuguese and Spanish are essential, French is strongly preferred.

Role summary

Provide Level 2 remote support to end users. Resolve escalations from the Service Desk across operating systems, networks, applications and endpoint management, in the user’s language. Meet SLAs and keep unresolved complaints to a minimum.

Key responsibilities

- Resolve Level 2 incidents and service requests escalated from the Service Desk, within SLA.

- Troubleshoot Windows 10/11, macOS, iOS and Android devices remotely.

- Diagnose network and connectivity issues: LAN/WAN, Wi-Fi, VPN, DNS/DHCP, TCP/IP and proxy/firewall-related access.

- Manage endpoints and identities: Intune, Entra ID/Azure AD, Active Directory, Group Policy, Okta/SSO, MFA and access provisioning.

- Support Microsoft 365 (Outlook/Exchange, Teams, OneDrive, SharePoint) and business applications, including installs and packaging requests.

- Escalate to Field Services, Network or Engineering teams with full diagnostics, and follow tickets through to closure.

- Document fixes and maintain knowledge-base articles,



including in local languages, to raise first-contact resolution.

- Communicate clearly with users in English, French, Spanish or Portuguese as the region requires, keeping them updated on progress and agreed follow-ups.

Required skills and experience

- 5+ years in IT support, with at least 3 years at Level 2.

- Strong Windows OS, Microsoft 365 and Active Directory/Entra ID skills.

- Solid networking fundamentals: TCP/IP, DNS, DHCP, VPN, LAN/WAN and wireless.

- Experience with ITSM tools (ServiceNow preferred) and remote support tools (for example LogMeIn, TeamViewer, Nexthink).

- Working knowledge of ITIL incident, request and problem management.

- Fluent written and spoken language skills as listed for the location.

Preferred

- Certifications such as CompTIA A+/Network+, Microsoft MD-102 or AZ-900, ITIL 4 Foundation, CCNA.

- Experience with macOS management, VMware/Citrix virtual desktops, or insurance or financial-services clients.

- Experience supporting users across several countries and time zones.

📌 Desktop Service (remote II) (Bogotá)
🏢 HCLTech
📍 Bogotá