Advanced Level 2 Service Desk Technician

Stefanini LATAM; Bogotá; Presencial; COP 36.000.000 - 60.000.000; Jornada completa

Descripción de la vacante

Stefanini LATAM seeks a Level 2 Service Desk Technician to deliver advanced technical support for our North American operations from Bogotá. You will resolve complex incidents, support critical business applications, and ensure a high‑quality IT experience for employees in offices, plants, and field environments.

You will work within our global IT framework, managing incidents in ServiceNow, performing user provisioning, and sharing knowledge to strengthen the support team.

Formación

• 2–4 years of IT support or service desk experience in an enterprise environment.
• Strong proficiency with Windows 11, Microsoft 365, and Active Directory.
• Experience using ServiceNow or a similar ITSM platform.
• Understanding of core networking concepts: TCP/IP, DNS, DHCP, VPN.
• Proven ability to troubleshoot and resolve advanced hardware and software issues.
• Excellent communication, customer service, and problem‑solving skills.
• Ability to support users in both office and industrial‑plant environments.

Responsabilidades

• Diagnose and resolve advanced technical issues involving Windows 11, networks, and enterprise apps.
• Provide remote and on‑site support to users across offices, plants, and field sites.
• Manage incidents, requests, and problems within ServiceNow and meet SLAs.
• Document ticket details per ITSM standards and escalate when needed.
• Collaborate with global IT teams to resolve multi‑disciplinary issues.

Conocimientos

Customer service

Problem solving

Communication

Team collaboration

Herramientas

Windows 11

Microsoft 365

Active Directory

ServiceNow

Intune

SCCM

VPN

LAN/WAN

Descripción del empleo

Stefanini LATAM seeks a Level 2 Service Desk Technician to deliver advanced technical support for our North American operations from Bogotá. You will resolve complex incidents, support critical business applications, and ensure a high‑quality IT experience for employees in offices, plants, and field environments.

You will work within our global IT framework, managing incidents in ServiceNow, performing user provisioning, and sharing knowledge to strengthen the support team.