Mid Level Support Analyst, Colombia

CI&T; Colombia; Presencial; COP 33.480.000 - 78.120.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Maternity and Parental leaves

Mobile services subsidy

Sick pay

Life insurance

CI&T University

Colombian Holidays

Paid Vacations

Descripción de la vacante

A global tech transformation company based in Colombia is looking for candidates to provide Level 2 service support for client applications. The position involves collaborating closely with clients, enhancing English communication, and demonstrating proactivity in operational improvement. Applicants should have advanced English proficiency and a strong background in ITSM/ITIL. The role offers various benefits, fostering a diverse and inclusive work environment.

Formación

• Provide Level 2 (L2) service support.
• Embrace new challenges and learn daily.
• Work closely in a team environment.
• Act autonomously and contribute to processes.
• Demonstrate resilience and proactivity.
• Identify and resolve the root cause of problems.
• Utilize GenAI in automation.

Responsabilidades

• Contribute to the development of a Global Sustain team for client applications.
• Engage directly with the client to enhance English skills.

Conocimientos

Advanced proficiency in English

ITSM / ITIL knowledge

Database understanding

Incident investigation capability

Analytical skills for interpreting logs

Experience in using service scripts

Support for complex technical solutions

Client engagement

Herramientas

ServiceNow

Descripción del empleo

We are tech transformation specialists, uniting human expertise with AI to create scalable tech solutions.

With over 8,000 CI&Ters around the world, we’ve built partnerships with more than 1,000 clients during our 30 years of history. Artificial Intelligence is our reality.

Responsibilities

• Join our team and make history by contributing to the development of a Global Sustain team for our client's applications. Our client is a large, internationally recognized entity.
• In this role, you'll engage directly with the client, offering a unique opportunity to enhance your English skills daily.

What We're Looking For

• Are capable of providing Level 2 (L2) service support.
• Embrace new challenges and are eager to learn something new every day.
• Enjoy being close to the team.
• Feel comfortable acting autonomously and utilize the freedom to contribute to processes and client-related issues.
• Demonstrate resilience and proactivity in seeking solutions.
• Are enthusiastic about identifying and resolving the root cause of problems, ensuring known issues don't recur, thereby facilitating continuous operational improvement.
• Are interested in using GenAI in automation.

Requirements for this challenge

• Advanced proficiency in English.
• Knowledge of ITSM / ITIL.
• Understanding of databases.
• Capability for incident investigation.
• Proficiency in analysis and interpretation of logs.
• Experience in using and creating service scripts.
• Experience in supporting complex technical solutions comprised of multiple components from various suppliers, which connect through different integration types (services, queues, files), is a differentiator.

Nice to have

• Knowledge in ServiceNow.

Our benefits include

• Maternity and Parental leaves
• Mobile services subsidy
• Sick pay-Life insurance
• CI&T University
• Colombian Holidays
• Paid Vacations
• And many others.

We value diverse identities and life experiences, fostering a diverse, inclusive, and safe work environment. We encourage applications from diverse and underrepresented groups to our job positions.

Seniority level

Not Applicable

Employment type

Full-time

Job function

Information Technology

Industries

IT Services and IT Consulting