Business Support N1

Romeu Group; Bogotá ciudad; Híbrido; COP 50.220.000 - 78.120.000; Jornada completa

Descripción de la vacante

Romeu Group in Bogotá is seeking a Technical Support and User Helpdesk (N1) to manage incidents, requests, and tickets via our Service Desk tools, including Jira Service Management. The role requires 1–3 years of experience and fluent Spanish.

Responsibilities include remote and on-site support for local staff and regional offices, incident diagnosis, escalation to N2/N3, and documenting procedures in Confluence. Onboarding/offboarding experience is a plus.

Formación

• Technical/Technologist or Professional in Systems/IT/Telecommunications.
• 1–3 years of Helpdesk/Service Desk or corporate IT support experience.
• Experience with Windows 10/11, Microsoft 365, and identity management.

Responsabilidades

• Provide remote and on-site technical support for staff and regional offices.
• Receive, diagnose, prioritize, and resolve tickets via Service Desk tools (e.g., Jira Service Management).
• Escalate complex issues to N2/N3 and document procedures in Confluence.
• Record activities and times with accuracy in ticketing and management systems.
• Contribute to onboarding/offboarding processes and knowledge base updates.

Conocimientos

Soporte técnico

Jira Service Management

Windows 10/11

Microsoft 365

Onboarding/offboarding

Comunicación clara

Español

Educación

Technical/Technologist or Professional in Systems/IT/Telecommunications

Herramientas

Confluence

Entra ID

Active Directory

Service Desk tools

Descripción del empleo

## Business Support N1Apply: Bogotá: Full time: Posted 2 Days Ago: JR 01497At **ROMEU**, the leading Spanish holding company in international logistics and freight transport, we are constantly growing and expanding.We are looking for professionals who are motivated to develop their careers in the international trade business and who align with our standards of effort and commitment.# **What will your functions be?**Soporte Técnico y Atención a Usuarios (N1) Gestión de Incidencias y Peticiones: Recepción, diagnóstico, priorización y resolución de tickets a través del sistema Service Desk (ej. Jira Service Management), cumpliendo con los SLAs establecidos. Atención Remota y en Sitio: Brindar asistencia técnica multicanal (remota y presencial) a colaboradores locales y de sedes regionales. Escalado Operativo: Diagnosticar problemas complejos y canalizarlos oportunamente a niveles superiores (N2-N3) / Ingeniería / Ciberseguridad) cuando el alcance lo requiera. Base de Conocimiento: Documentación de procedimientos técnicos y creación de guías/artículos de autoayuda para usuarios en Confluence. Imputación y Registro: Registro preciso de actividades, tiempos de atención y soluciones en las herramientas de gestión del departamento. Experiencia con Jira Service Management como herramienta de ticketing.Conocimiento de procesos de onboarding/offboarding tecnológico de colaboradores. Familiaridad con entornos corporativos multinacionales o con sedes en Latinoamérica. Actitud proactiva para identificar mejoras en los procesos de soporte y documentarlas.# **What are we looking for?*** Técnico, Tecnólogo o Profesional en Sistemas, Informática, Telecomunicaciones o áreas afines.* Mínimo **1 a 3 años** de experiencia en roles de Helpdesk, Service Desk o Soporte TI corporativo.* Conocimiento práctico de **Windows 10/11**, **Microsoft 365** y herramientas de administración de identidades (Entra ID / Active Directory).* Capacidad para diagnosticar y resolver incidencias de hardware, software y conectividad de forma autónoma.* Habilidad para comunicarse con claridad con usuarios no técnicos.* **Español.*** Experiencia con **Jira Service Management** como herramienta de ticketing.* Conocimiento de procesos de **onboarding/offboarding** tecnológico de colaboradores.* Familiaridad con entornos corporativos multinacionales o con sedes en Latinoamérica.* Actitud proactiva para identificar mejoras en los procesos de soporte y documentarlas.# **What do we offer?**## Working at our company provides:* **Positive Work Environment**: We foster a collaborative and positive workplace that promotes employee well-being and satisfaction.* **Professional Development**: We offer growth and development opportunities through our internal mobility platform and personalized training programs.* **Work-Life Balance**: We value the balance between work and personal life.* **Compensation**: We recognize and reward talent by offering competitive salaries aligned with skills and contributions.* **Additional Benefits**: We provide complementary benefits such as special promotions for health insurance, training platforms, wellness programs, and other incentives that support overall health and well-being.* **Culture of Innovation**: We strive to maintain a culture of innovation where ideas are valued and creativity is encouraged to tackle challenges and seek innovative solutions.* **Diversity and Inclusion**: We celebrate diversity and promote an inclusive environment where every employee feels valued and respected.* **Corporate Social Responsibility**: We are committed to corporate social responsibility, participating in initiatives led by the \"***Be Green***\" team at **ROMEU**, which have a positive impact on the community and the environment.**By joining our team, you will not only find a place to contribute your skills but also an environment that appreciates and supports your personal and professional development.**ROMEU is a leading multinational logistics company with a global presence spanning over several countries. Our mission is to seamlessly connect the world through efficient and sustainable logistics solutions. Innovation is at the core of our approach, utilizing advanced technologies to optimize operations and deliver cutting-edge services. Committed to corporate responsibility, we implement sustainable initiatives, striving to reduce our environmental impact. With a customer-centric culture, we celebrate diversity and ensure quality at every step of the supply chain. Join us on this journey where we're not just moving goods but shaping the future of global logistics.