IT Helpdesk Technician

EXL; Bogotá; Presencial; COP 36.000.000 - 72.000.000; Jornada completa

Descripción de la vacante

EXL in Bogotá is seeking an IT Helpdesk Technician to lead systems implementation, integration, and ongoing IT operations. You will troubleshoot complex issues across infrastructure and end-user computing, and collaborate with cross-functional teams to ensure stable, efficient systems.

The role requires hands-on experience with Windows desktops, Office 365, SCCM, VPNs, and Active Directory, plus familiarity with ITIL and project management practices.

Formación

• 1–3 years of relevant IT helpdesk experience or equivalent education.
• Strong technical and troubleshooting skills.
• Familiarity with ITIL framework and project management methodologies.
• Excellent English communication, both written and spoken.
• Proactive, customer-first mindset and adaptability.
• Experience with Windows, Office 365, SCCM, VPN, and network basics.

Responsabilidades

• Lead systems implementation, integration, and ongoing operations.
• Troubleshoot complex issues across infrastructure and end-user computing.
• Collaborate with cross-functional teams for project delivery and system stability.
• Apply ITIL practices to drive process improvements.

Conocimientos

System troubleshooting

ITIL knowledge

English communication

Project management

Educación

Equivalent education

Herramientas

Active Directory

DNS

VPN

SCCM

PowerShell

Descripción del empleo

Are you a hands-on IT professional who thrives in complex environments and enjoys leading the charge on systems implementation, integration, and operations? We're looking for a IT helpdesk Technician who brings deep technical expertise, a problem-solving mindset, and a collaborative attitude to help us elevate our IT operations.

What You'll Be Doing

• Manage systems implementation, integration, and ongoing operations.
• Troubleshoot and resolve complex technical issues across infrastructure and end-user computing.
• Collaborate with cross-functional teams to ensure seamless project delivery and system stability.
• Leverage ITIL best practices and project management experience to drive process improvements.

We're looking for someone with hands-on experience in the following areas:

• Systems & NetworkingStrong understanding of TCP/IP, IPv4/IPv6, and network device configuration.
• Proven experience with Active Directory in multi-domain environments:
• DNS and Site/Service configuration
• End-User ComputingExpert-level troubleshooting of Windows 10/7 desktops and laptops
• Experience with:
• Printer mapping
• LAN/WAN configuration and VPN client troubleshooting
• Installing and maintaining applications and peripherals
• MS Office 365 suite
• WSUS & SCCM SUP for patch management
• Basic knowledge of application packaging tools like ORCA/Admin Studio

Security & Access

• Understanding of PKI infrastructure, public/private certificates and key exchanges
• Experience with encryption & antivirus tools (e.g., McAfee)
• Familiarity with DLP clients (nice to have)
• VPN technologies: Split VPN, Direct Access

Other Key Skills

• Scripting basics: PowerShell, VBScript, HTA (nice to have)
• Web security tools: PAC files/WPAC, WebSense or McAfee
• Asset & inventory management, cable management, and EUC project support

What We’re Looking For

• 1-3 years of relevant experience or equivalent education
• Strong technical and troubleshooting skills
• Familiarity with ITIL framework and project management methodology
• Excellent communication skills – both verbal and written in English.
• A proactive, customer-first mindset with the ability to adapt to changing business needs.

We offer a collaborative environment where innovation, learning, and support are at the core of what we do. If you enjoy solving problems, driving improvements, and working in a dynamic tech environment – we’d love to hear from you.