IT Helpdesk Engineer

ARRISE Live; Bogotá; On-site; COP 40,000,000 - 60,000,000; Full time

Benefits offered by this job

Company training

Medical assistance plan

Free meals

Gym membership

Learning Hub

Job summary

ARRISE Live is seeking an IT Helpdesk Specialist to join our onsite IT team, providing hands-on support for Windows, macOS, and Microsoft 365 environments. You will handle first-point queries, manage user accounts, and maintain IT infrastructure while delivering reliable services across the organization.

You will work closely with colleagues across the business, own support requests, and contribute to a smooth IT experience, with a focus on customer service and professional communication.

Qualifications

• 3+ years of professional IT Helpdesk/Support experience.
• Bachelor's degree in information technology or related field required.

Responsibilities

• Act as the first point of contact for IT queries and incidents via Teams, Outlook, Jira Service Desk, and other channels, ensuring requests are logged and resolved within SLAs.
• Install, configure, and troubleshoot IT equipment and applications across Windows and macOS, including Intune-managed devices and printers.
• Configure and manage user accounts and access using Active Directory, Microsoft 365, Exchange Online, Intune, SharePoint Online, and LAN services.
• Provide first- and second-line technical support, diagnose issues, escalate when needed, and keep users informed throughout resolution.
• Maintain IT infrastructure and asset inventory, including hardware lifecycle tracking, procurement, and onboarding/offboarding handovers.
• Create and maintain user guides and knowledge base articles; provide basic end-user training; contribute to IT service management practices.

Skills

Active Directory

Microsoft 365

Intune

SharePoint

Windows

macOS

Networking concepts

Troubleshooting

English proficiency

Customer service

Education

Bachelor's degree in Information Technology

Tools

Jira Service Desk

Job description

About The Role

We’re looking for an IT Helpdesk Specialist to join our IT team and provide hands‑on technical support to our employees, ensuring they have the tools, systems, and access they need to work effectively. In this role, you’ll be the first point of contact for IT‑related queries, troubleshooting issues across Windows and macOS environments, Microsoft 365, Intune, Active Directory, devices, and network services. As a fully onsite role, you’ll work closely with colleagues across the business while taking ownership of support requests and contributing to a smooth and reliable IT experience.

About The Role

We’re looking for an IT Helpdesk Specialist to join our IT team and provide hands‑on technical support to our employees, ensuring they have the tools, systems, and access they need to work effectively. In this role, you’ll be the first point of contact for IT‑related queries, troubleshooting issues across Windows and macOS environments, Microsoft 365, Intune, Active Directory, devices, and network services. As a fully onsite role, you’ll work closely with colleagues across the business while taking ownership of support requests and contributing to a smooth and reliable IT experience.

What you will do

• Act as the first point of contact for all IT‑related queries and incidents through Microsoft Teams, Outlook, Jira Service Desk, and other approved communication channels, ensuring requests are logged, categorized, prioritized, documented, and resolved within agreed SLAs.
• Install, configure, maintain, and troubleshoot IT equipment and applications across Windows and macOS environments, including desktops, laptops, printers, mobile devices, and Microsoft Intune‑managed equipment, following standard configurations and security policies.
• Configure and manage user accounts, access, and IT resources, including onboarding, offboarding, account creation and modification, Active Directory, Microsoft 365, Exchange Online, Intune, SharePoint Online, and LAN services.
• Provide first and second‑line technical support, taking full ownership of assigned incidents and service requests, diagnosing issues, using available troubleshooting tools and resources, escalating when required, and keeping users informed throughout the resolution process.
• Maintain IT infrastructure, platforms, and asset inventory, including hardware lifecycle tracking, databases, network services, equipment and software procurement, deployment, vendor coordination, and onboarding/offboarding documentation and handovers.
• Create and maintain user guides, knowledge base articles, and support documentation; provide basic end‑user training on Microsoft Office and other business systems; and continuously develop technical knowledge while contributing to IT service management best practices and other role‑relevant activities.

What sets you apart

• At least 3 years of professional experience in IT Helpdesk, IT Support, System Administration, Network Administration, or a similar technical support role.
• Strong hands‑on experience with Active Directory, Microsoft 365, Intune, and SharePoint.
• Advanced knowledge of Windows and macOS, including troubleshooting desktops, laptops, printers, and mobile devices.
• Solid understanding of networking concepts and infrastructure, including LAN/WAN environments, routers, and switches.
• Experience troubleshooting hardware, software, access, connectivity, and other technical issues, with strong analytical and problem‑solving skills.
• Experience working with databases and maintaining IT platforms across multiple operating systems.
• Strong verbal and written communication skills, with a customer‑focused approach to IT support.
• Professional‑level English proficiency.
• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Willingness to work fully onsite and provide hands‑on technical support.

What we offer

• Company training
• Detailed training to the highest standards.
• Medical assistance plan
• After 3 months with us, you'll have access to our Home & Emergency Medical Assistance Plan.
• Free meals
• Free daily lunch [in the office].
• Gym & fitness membership
• After 3 months with us.
• Learning Hub
• Personalized learning, gamified growth, and endless career development at your fingertips.

About Us

ARRISE is a global leader in software development and services for the iGaming industry, bringing together more than 2,500 professionals operating across more than 12 locations worldwide. From concept through to delivery, we combine technical expertise, creativity and industry knowledge to develop products, platforms and services that shape player experiences and support some of the industry's leading brands. We are best known for the work we deliver for Pragmatic Play, creating and supporting technology, products and specialists services enjoyed by millions of players worldwide.