Help Desk Support - ServiceNow
On-siteBogotá, Bogota D.C., Colombia or Bogota, New Jersey, United States
Job Summary
Triage, log, and respond to inbound support requests via ServiceNow to ensure SLAs are met for first-call resolution. Provide first-line remote support for personal computer hardware, software, and specialized technology, escalating complex issues to internal teams. Conduct routine remote health checks, audits, and software deployments while managing asset records within the CMDB. Assist with device configuration, zero-touch provisioning, and vendor liaison for ongoing remote issues. Develop and publish user documentation and Knowledge Base articles. This Tier 1 role requires advanced English proficiency and 2+ years of enterprise IT support experience, with a focus on delivering empathetic customer service in a distributed team environment.
Required Qualifications
- Advanced English level (B2 or higher)
- 2+ years of direct experience in enterprise-level IT customer and application support
- Hands-on experience using ServiceNow for ticket management, asset tracking, and knowledge base utilization
- Experience supporting and troubleshooting core enterprise applications, including Okta, Google Workplace, Workday, and JAMF
- Foundational knowledge of network protocols and standards, including remote troubleshooting for Macs, Chromebooks, and peripherals
- Excellent oral and written interpersonal communication skills
- Highly self-motivated and directed, with keen attention to detail and the ability to prioritize and execute tasks in a high-pressure environment
- Experience working collaboratively in a distributed, team-oriented environment
- This is an 100% Onsite position in our Bogotá, Colombia offices (Torre Krystal)
Desired Qualifications
- remote support experience
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