Desktop Engineer L1

Iron Systems, Inc; Bogotá; Híbrido; COP 44.640.000 - 89.280.000; Jornada completa

Descripción de la vacante

Iron Systems, Inc. is seeking a desktop support specialist in Bogotá to manage incidents, IMAC services, and deskside support for end-user devices. You will maintain hardware and software, ensure proper desktop images, and monitor security across devices.

The role requires knowledge of AD, Mac support, ServiceNow, and ITIL processes, with strong MS Office skills and experience in VPN/Lync environments. A technical degree is preferred and local market practice applies.

Formación

• Knowledge of AD and hands-on support experience preferred.
• Experience supporting Mac devices and tablets.
• Experience with ServiceNow or similar service management tool.
• Strong proficiency in MS Office and Outlook.
• Understanding of Lync, VPN, and mobile device support is a plus.
• Awareness of ITIL Incident, Change, Problem, and Service Request processes.

Responsabilidades

• Manage desktop device incidents through resolution.
• Manage IMAC and deskside support services.
• Handle hardware and software break-fix for laptops/desktops.
• Provide standard OS and office app support for desktop devices.
• Maintain desktop configurations including patch updates and hardware replacements.
• Analyze desk-side support data to identify training or automation needs.
• Ensure desktops have appropriate images installed.
• Monitor security profiles and antivirus on desktop devices.

Conocimientos

AD knowledge

MAC devices support

Remote support tools

MS Office & Outlook

Lync & VPN familiarity

ITIL processes awareness

VIP on-site support

Educación

Associate degree in electronics

Bachelor's degree preferred

Herramientas

ServiceNow

Descripción del empleo

Job Responsibilities

• Manage desktop device (hardware, software, and connectivity) incidents through to resolution.
• Manage IMAC and deskside support services.
• Manage hard and soft break fix services for laptops and desktops.
• Provide standard and approved hardware and software (operating systems and standard office applications) support and maintenance on desktop (Field Users) Devices for their entire lifecycle (including the remote management of Desktop Devices using appropriate tools).
• Support, manage, optimize and maintain the configuration and installation of the desktop to include, but not limited to, patch updates and hardware replacements, with spares provided by the vendor.
• Analyze Service Desk calls for Desktop Devices and incident data to identify and advise customers of any potential user training requirements and automation.
• Ensure that each Desktop Device is installed with the appropriate Desktop image.
• Monitor security profiles and anti‑virus software on all Desktop Devices and take appropriate action in the event of non‑compliance with security requirements.
• Provide VIP support for Desk side issues per contract and be point of contact at the site for all IT‑related issues if no other IT support team is available, such as for MI calls.

Requirements

• Good to have – knowledge in AD and smart hands and feet support.
• Good to have – knowledge and experience of supporting MAC devices and tablets.
• Experience with Service management tool – e.g., ServiceNow.
• Should have good expertise on EUC tools, remote support tools, MS Office and Outlook.
• It is preferable to have a good understanding of Lync, VPN, and mobile device support.
• Should be aware of ITIL processes of Incident, Change, Problem, Service Request and related activities like spare and buffer stock management.
• Associate degree (A.A.) or equivalent from a three‑year college or technical school with an emphasis in electronics required; Bachelor's degree preferred.