Assoc Tech User Supp Analyst

Medtronic; Norte; Presencial; COP 42.000.000 - 70.000.000; Jornada completa

Descripción de la vacante

Medtronic in Bogotá, Colombia is seeking a customer-focused IT Support professional to serve employees across LATAM, handling hardware, software, and connectivity issues and ensuring business continuity.

The role involves incident management using ITSM tools (ServiceNow), collaboration with cross-functional IT teams, and providing trusted user support for PC, server, and mainframe applications. Onsite in Bogotá, Colombia.

Formación

• Bachelor's degree completed in Information Technology, Computer Science, Systems Engineering, Software Engineering, Telecommunications, or a related technical field
• English proficiency at least B2 level
• 2+ years of IT Support, Help Desk, Service Desk, Technical Support, or End-User Support experience
• Working knowledge of Microsoft Office Suite and collaboration tools (Outlook, Excel, Word, PowerPoint, Teams)
• Experience using IT Service Management (ITSM) tools and ticketing systems such as ServiceNow
• Basic networking knowledge (routers, switches, connectivity)
• Strong customer service skills

Responsabilidades

• Resolve technical problems from a call center/help desk environment
• Provide user support for PC, server, or mainframe applications and hardware
• Collaborate with cross-functional IT teams to restore service and maintain business continuity
• Manage incidents using ITSM tools and ticketing systems
• Use IT end-user support processes (ServiceNow, Outlook, Teams, Zoom) to resolve issues
• Maintain a troubleshooting log and suggest system improvements

Conocimientos

Customer service

English B2

Problem solving

Communication

Educación

Bachelor's degree in IT/CS/SE/related field

Herramientas

ServiceNow

Outlook

Microsoft Teams

Zoom

Office Suite (Excel/Word/PowerPoint)

Descripción del empleo

Careers that change lives start here. Medtronic is a global leader in healthcare technology with a Mission to alleviate pain, restore health, and extend life. Our 95,000 employees work across more than 150 countries to put patients first — developing innovative medical technologies that improve the lives of 72+ million patients each year. Your unique talents will help shape the future of healthcare while building a career grounded in purpose, growth, and impact.

A Day in the Life

We're a mission-driven leader in medical technology and solutions with a legacy of integrity and innovation. Work with us to incentivize better patient care and partner across the industry to make healthcare more affordable and accessible. Be a part of a community of experts committed to ensuring quality, affordable healthcare worldwide. In this role, you will serve as a key point of contact for employees across LATAM, providing technical support and ensuring the effective use of workplace technologies. You will troubleshoot hardware, software, and connectivity issues, manage incidents through IT service management tools, and collaborate with cross-functional IT teams to deliver seamless user experience and maintain business continuity. Onsite position based in Bogotá, Colombia.

Responsibilities may include the following and other duties may be assigned:

• Resolve technical problems that originate by telephone in a call center/help desk environment
• Use expertise in customer service and technical knowledge gained from previous experience to resolve issues surrounding the installation, usage, and training of customers on software and/or hardware products
• May work with technical, sales, customer service or marketing staff to resolve recurring problems and issues with products
• Provide technical support to users for either PC, server or mainframe applications and hardware
• Answer questions regarding system procedures, on-line transactions, systems status and downtime procedures
• Interact with network services, software systems engineering and/or applications development in order to restore service and/or identify problems
• Maintain a troubleshooting tracking log ensuring timely resolution of problems
• Recommend systems modifications in order to reduce user problems
• Function Specific: Ability to use a variety of end user support processes deployed by Medtronic such IT Service Management (ServiceNow), Communication and Collaboration (Outlook, Microsoft Teams, Zoom) to resolve technical issues

Required Knowledge and Experience:

• Bachelor's degree completed in Information Technology, Computer Science, Systems Engineering, Software Engineering, Telecommunications, or a related technical field
• English Proficiency (minimum B2 level required)
• 2+ years of experience in IT Support, Help Desk, Service Desk, Technical Support, or End-User Support environments
• Working knowledge of Microsoft Office Suite and collaboration tools, including Outlook, Excel, Word, PowerPoint, and Microsoft Teams
• Experience using IT Service Management (ITSM) tools and ticketing systems such as ServiceNow or similar platforms
• Basic knowledge of networking concepts, including routers, switches, and network connectivity troubleshooting
• Strong customer service skills

Physical Job Requirements

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position, but they are not an exhaustive list of all the required responsibilities and skills of this position.

Benefits & Compensation

Medtronic offers a competitive Salary and flexible Benefits Package
A commitment to our employees lives at the core of our values. We recognize their contributions. They share in the success they help to create. We offer a wide range of benefits, resources, and competitive compensation plans designed to support you at every career and life stage.

This position is eligible for a short-term incentive called the Medtronic Incentive Plan (MIP).