Internal IT Support Specialist Colombia

The IT Support team is part of the IT direction within the Information Security area. We ensure operational continuity for all internal users in Colombia by providing timely first-level technical support, managing corporate equipment and IT assets, and maintaining SLA compliance across all service channels.

Internal IT Support Specialist is responsible for:

• Providing first-level technical support to internal users: handling incidents, requests and consultations through the Service Desk and other defined channels.
• Diagnosing and resolving issues with hardware, software, peripherals, telephony and network connectivity (including printers, MFPs, scanners and Wi-Fi).
• Managing and tracking tickets in ITSM tools, ensuring proper registration, classification, traceability and SLA compliance.
• Preparing, configuring and delivering equipment to users, and supporting the integration of new systems and tools (e.g. Jira).
• Maintaining and updating the IT asset inventory: assignments, movements, spare parts and accessories.
• Coordinating with internal teams (L2/L3) and external providers to ensure operational continuity and validate service deliverables.
  
  

Challenges that await you:

• Meeting demanding service KPIs: first response time under 30 minutes, first contact resolution, among others.
• Keeping full traceability and documentation quality on every ticket (root cause and solution documented).
• Supporting a growing operation in Colombia, including equipment rollout, onboarding of new users and integration of new systems.
• Balancing prioritization of incidents by impact and urgency, and knowing when and how to escalate complex cases.
  
  

What makes you a great fit:

• At least 1 year of experience in IT Support, Technical Support, or Incident Management.
• Located in Bogotá, Colombia, with availability to work on-site.
• Professional proficiency in Spanish and conversational English.
• Hands-on experience with ticketing / Service Desk (ITSM) tools and basic knowledge of ITIL principles and SLA management.
• Basic knowledge of Windows, Linux and macOS, plus configuration of computers, telephony and network devices.
• Experience diagnosing hardware, software and network issues in corporate environments.
• Proficiency in Microsoft Office / Excel and strong habits of documenting technical incidents.
• Attention to detail, clear communication with users and a service-oriented mindset.