24/7 Service Desk Agent - Remote/Hybrid + Learning

Cegeka; Bogotá; Híbrido; COP 22.320.000 - 46.872.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Continuous learning

Hybrid work model

Global exposure

Top Employer recognition

Descripción de la vacante

Cegeka Latam is seeking an English-speaking 1st Level Support professional to provide remote technical helpdesk for customers. The role operates in a 24/7 shift model, including weekends, and emphasizes rapid, accurate incident handling.

You will interact with users across Europe and the United States, ensuring high service quality. The ideal candidate will have strong Windows and Office 365 knowledge, ITSM experience, and a customer-focused approach.

Formación

• Experience in a Service Desk, Help Desk, Technical Support, or Customer Support environment.
• Strong knowledge of Windows operating systems and Microsoft Office 365.
• Basic understanding of networking concepts (VPN, DNS, DHCP, TCP/IP, Wi-Fi connectivity).
• Experience with Active Directory, user account administration, and password management.
• Knowledge of hardware and software troubleshooting.
• Experience with remote support tools and remote troubleshooting.
• Familiarity with ticketing systems such as ServiceNow, Jira Service Management, Freshservice, or similar ITSM platforms.
• Understanding of Incident, Request, and Problem Management processes.
• Knowledge of Microsoft Teams, Outlook, and general end-user support activities.

Responsabilidades

• Provide technical remote support in English for customers.
• Handle incidents and requests with focus on SLA targets.
• Collaborate with global teams and stakeholders to resolve issues.
• Utilize ITSM tools to log, track, and close tickets efficiently.
• Assist with onboarding and ongoing end-user support activities.

Conocimientos

Windows OS

Microsoft 365

Networking basics

Active Directory

Remote support tools

ITSM / ticketing

Teams & Outlook

Customer service

Problem solving

Herramientas

ServiceNow

Jira Service Management

Freshservice

Descripción del empleo

Cegeka Latam is seeking an English-speaking 1st Level Support professional to provide remote technical helpdesk for customers. The role operates in a 24/7 shift model, including weekends, and emphasizes rapid, accurate incident handling.

You will interact with users across Europe and the United States, ensuring high service quality. The ideal candidate will have strong Windows and Office 365 knowledge, ITSM experience, and a customer-focused approach.