IT Support Engineer

bet365; Bogotá, Distrito Capital; Presencial; COP 193.393.000 - 270.752.000; Jornada completa

Descripción de la vacante

A global gaming company in Bogotá seeks an experienced IT Engineer to support its operations. You will work closely with teams to resolve incidents, manage hardware, and contribute to service improvements. The ideal candidate will have strong technical skills and experience with Windows, macOS, and various IT technologies. A customer-focused mindset and ability to work independently are essential in this role.

Formación

• Strong technical skills in support and maintenance.
• Proficient in troubleshooting complex IT issues.
• Ability to document processes and create knowledge base articles.

Responsabilidades

• Resolve second line incidents effectively.
• Assist in the management of hardware assets.
• Participate in system maintenance and service improvements.

Conocimientos

Strong interpersonal and customer service skills

Analytical and troubleshooting skills

Attention to detail and organization

Strong written and verbal English communication

Ability to work independently

Service management experience

Technical support for hardware

Experience with ITSM Tools

Support for Windows and macOS

Experience with Active Directory and Microsoft Exchange

Descripción del empleo

Join our IT support team as an experienced Engineer. You will provide support to the Business and work closely with other teams within IT Services and Infrastructure to ensure all services are delivered within set targets and to agreed standards. Your primary focus will be to support the Colombia Business function alongside providing support where required to external offices.

The day-to-day work is interesting, challenging and fast paced with a hardworking and delivery focused Company ethos. The ideal candidate will have a broad set of technical skills and be ready to tackle some of technology’s greatest challenges.

The IT Services team provides on-site support to employees, as part of our core team this role will be covering a 08:00 to 18:00 shift pattern Monday to Friday and on a rotation bases, once every few weeks on Saturday and Sunday from 09:00 to 17:30.

Preferred Skills, Qualifications and Experience

• Strong interpersonal and customer service skills.
• Excellent analytical and troubleshooting skills.
• Good attention to detail and well organised.
• Strong written and verbal english communication skills.
• Ability to work independently with limited supervision.
• Commercial experience working within a service management function.
• Technical ability supporting and maintaining hardware and peripheral devices.
• Experience of using an ITSM Tool for tracking, change, requests, incident and problem jobs.
• Experience deploying, imaging and supporting Windows 11, Windows 10, macOS, Linux, and mobile devices (iOS / Android).
• Experience supporting technologies from a diverse product stack including; Active Directory, Microsoft Exchange, Office 365, Teams, Citrix, Cisco and VMWare Workstation.

Main Responsibilities

• Resolving second line incidents.
• Assigning incidents and acquiring knowledge from third-line teams.
• Working with the 3rd line and Infrastructure teams as remote hands in the office and at the data centre.
• Resolving incidents and queries for senior management.
• Investigating and escalating MIs to major incident managers.
• Completing system maintenance, alongside escalations and call outs.
• Managing and updating hardware assets database.
• Creating and maintaining Knowledgebase Articles (KBAs) and Technical Process Documentation
• Deploying and Imaging end user computer hardware and deploying software packages.
• Identifying and contributing to Service Improvement opportunities

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