Help Desk Technician
Position Overview :
We are seeking a skilled Help Desk Technician to engage with our dynamic team. This role involves managing, deploying, and maintaining technical systems and equipment while providing first-line technical support. As a Help Desk Technician, you will ensure system security, optimize efficiency, and support a seamless user experience for our teams and stakeholders.
Purpose :
To manage equipment, provide technical support, maintain system security, and document processes, ensuring operational excellence and user satisfaction.
Key Responsibilities
Equipment Management
- Procuring, preparing, and maintaining equipment inventory.
- Coordinating equipment deployment, returns, repairs, and replacements.
System Deployment and Configuration
Installing and configuring hardware and software components.Performing initial setup, testing, and ensuring system readiness.Technical Support
Addressing technical inquiries and resolving issues as the first point of contact.Escalating complex challenges to specialized teams when necessary.System Monitoring and Maintenance
Monitoring system performance and ensuring infrastructure health.Conducting routine updates, troubleshooting, and backups to ensure data integrity.Documentation and Knowledge Sharing
Developing and maintaining a knowledge base for troubleshooting and support.Creating user guides for equipment and software use.Security and Compliance
Implementing and enforcing security policies to prevent unauthorized access.Monitoring and responding to potential security threats.Staying updated on emerging technologies and best practices.Engaging in training and certification opportunities to enhance skills.Required Skills and Qualifications
Technical Expertise
Proficient in Windows and macOS operating systems.Knowledge of networking fundamentals (e.g., TCP / IP, DNS, VPN).Experience with IT service management tools like Jira.Familiarity with Microsoft Office Suite and common business applications.Soft Skills
Strong problem‑solving abilities and attention to detail.Excellent communication skills, both verbal and written.A customer‑focused mindset with a proactive approach to service.Ability to work both independently and within a collaborative team.English : B2+ level or higher.What We Offer
Global Collaboration : Engage with a diverse and supportive international team.Professional Growth : Access to opportunities for skill development and certification.Innovative Environment : Part of a forward‑thinking organization at the forefront of outstaffing.Help Desk Analyst
We are looking for a new GIGAnte to join our team as a Help Desk Analyst Semisenior.
Where you will have the opportunity to be part of a multicultural team, providing managed connectivity solutions specializing in reliable internet.
What You’ll Do
Experience in managed services support.Strong knowledge and experience with Layer 2 switching, modem bridging, NAT, DHCP, DNS, TCP / IP, and Wi‑Fi networks.Knowledge of network protocols, VLANs, QoS, and VPNs.Experience with diagnostic tools such as ping, traceroute, mtr, network scanning, telnet, port scanning, etc.Ability to follow methodical troubleshooting procedures and perform diagnostics.In‑depth knowledge of Cradlepoint, Ubiquiti, and Meraki network technologies.Proficiency in network design and implementation.Strong analytical skills to diagnose and improve network performance.Ability to collaborate and communicate effectively with support teams, external partners, and customers.Excellent communication and customer service skills.We’ll Expect You To Have
At least 3 years of experience as a VoIP network specialist / engineer.Technical support skills for computer equipment and users.Must be a motivated and proactive individual with excellent written and spoken English (will deal directly with clients).A team player with a customer focus and, above all, a problem solver.A strong desire to learn and continuously improve.High level of trust and integrity.Ability to work independently and in a team.Advanced English.What We Offer
An exciting growth journey and a never‑ending ambition to develop as a company.A friendly, supportive and humble working culture where the team always comes first.Opportunities for professional development and personal growth.Passionate, high‑performing and genuine colleagues.We care about the important things : results and well‑being.Referral Programme – Recommend a colleague and receive a reward.15 business days PTO and flexibility programme.Local Holidays.Temporarily Remote work.Help Desk Specialist
Duration : 12‑month contract
Location : Bogota, Colombia (Remote)
These are weekend positions working 3 weekdays and Saturday and Sunday.
Job Description
Primary responsibilities include troubleshooting, analyzing and resolving technical issues for onsite and remote clients while providing outstanding positive customer experience. This position is the first line of IT support.
Other responsibilities will include working with the level 2 and IT operations teams on different issues. You will also assist in the testing of new tools to grow the team’s productivity and efficiency.
Responsibilities
Deliver prompt, courteous, and efficient customer service, ensuring an exceptional customer experience through phone calls, chats, and email.Respond to tickets efficiently and escalating tickets to other IT teams when necessary.Utilize a variety of communications tools to guide users through troubleshooting (e.g., Microsoft Teams, ServiceNow, Cisco WebEx, Bomgar Remote Client). Prioritizing helpdesk tickets with high priority and urgency.Provide detailed documentation when resolving or escalating tickets.Collaborate with other analysts, senior technicians, and management to troubleshoot and resolve complex issues.Analyze and resolve hardware, software and operational issues within our service level agreements.Preferred Requirements
CompTIA A+ or Google IT Support Professional certifications.Familiarity with ServiceNow, Cisco WebEx, and Bomgar / BeyondTrust Remote Support tool.Help Desk L1
Help Desk N1
Factech es una empresa multinacional especializada en proporcionar a las grandes compañías servicios de IT.
Perfil Solicitado
Técnico de soporte Help‑Desk especializado en la gestión de incidencias y peticiones.Realizarán asistencia técnica de primer nivel a los usuarios en base a procedimientos operativos.Realizarán el seguimiento para asegurar una resolución eficiente y oportuna de las incidencias reportadas.Principalmente el soporte será del entorno de microinformática y de aplicaciones a nivel funcional.Detección de posibles causas de errores y problemas.Conocimientos avanzados en herramientas ofimáticas, especialmente Microsoft 365.Conocimientos en sistemas y redes a nivel básico.Buena expresión oral y escrita.Capacidad de organización.Habilidad para el trato con el usuario.Trabajo en equipo.Empatía y escucha activa.Importante
Horario de Trabajo : 16 : 00 a 24 : 00 horas de España.Lugar de Trabajo : Oficina Colombia.Equipamiento : Portátil + Monitor.Se harán Turnos (Hrs. Extras) : Se debe cubrir fines de semana también.¿Qué ofrecemos?
Contrato indefinido.Modalidad Presencial : Bogotá.Seguro Médico Privado.Invención en proyectos innovadores.FacTECH Colombia
Help Desk Manager
Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.
Job Description
As a member of the Corporate Technology Support team, the IT Service Desk Manager will be responsible for managing a team of Service Desk Analysts for day‑to‑day operations, people management, and escalation management. Additionally, this role will require a transformational mindset to identify areas of opportunities to automate and simplify processes.
Key Responsibilities
Mentor, manage, and motivate a high‑performing team, setting clear priorities to achieve goals and OKRs.Monitor and evaluate team performance, providing feedback and coaching for improvement.Analyze regular performance reports and take actions to ensure desired behaviors from team members.Ensure service level targets are met and address all service‑level complaints.Build strong relationships with leaders and stakeholders to command their attention.Develop training and performance improvement plans for team members.Propose innovation and improvements to current processes, procedures, and tools.Identify gaps and areas of poor performance and provide recommendations for automation and simplification.Apply creative thinking to drive automation goals and align with technology strategy.Be an exemplary leader, embodying the organization’s culture, vision, mission, and goals.Support the adoption of new technologies and tools.Provide subject‑matter expertise and manage external and internal collaboration projects.Position may be required to work various time zones, in support of 24x7x365 support requirements.Qualifications
5+ years of relevant work experience with a Bachelor's Degree or at least 2 years of work experience with an Advanced degree (e.g., Masters, MBA, JD, MD) or 0 years of work experience with a PhD, OR 8+ years of relevant work experience.
Preferred qualifications
Technical competence, understanding of technologies used in the organization, troubleshooting techniques.Operations efficiency and experience in streamlining processes.Capacity planning for Service Desk operations.Business case experience and resource justification.Strong people leadership and performance management skills.Strong communication skills and executive presence.Collaboration skills to work effectively with others.Emotional intelligence and conflict resolution competence.Change adaptability and change management competence.Experience as a Service Desk Leader or similar leadership role.Strong knowledge of Microsoft Windows 10 / 11, Mac, mobile devices, Office applications, Exchange, Outlook, printers, VPN, international connectivity, and communication tools.Experience with remote support tools such as Remote Desktop, LogMeIn, Team Viewer, Bomgar, etc.Experience using ServiceNow required. ITIL framework and service desk tools necessary. Certification in IT service management, project management, or quality management preferred.#J-18808-Ljbffr
