Service Desk Engineer

bet365; Bogotá; Presencial; COP 33.480.000 - 55.800.000; Jornada completa

Descripción de la vacante

bet365 in Bogotá, Colombia is seeking a dedicated Service Desk Engineer to join our global tech support team. You will be the primary contact for users, delivering high-quality incident resolution, servicing tickets, and ensuring customer satisfaction in a fast-paced environment.

You’ll communicate in English and local languages, work with ServiceNow/Jira, and provide remote and on-site support while upholding security and service desk best practices.

Formación

• Strong customer-focused mindset and ability to support users at all levels.
• Excellent technical troubleshooting with structured problem solving.
• Fluent English with written skills; Portuguese/Spanish helpful.
• Experience with IT ticketing systems (ServiceNow, Jira).
• Solid IT infrastructure knowledge: hardware, software, networks.
• Self-motivated, able to work independently in a fast-paced setting.
• Willingness to learn and adapt to new technologies.
• Experience with remote support tools and troubleshooting.
• Familiarity with incident management and service desk practices.
• Strong organizational skills and attention to detail.

Responsabilidades

• Answer calls within SLA, delivering a high-quality customer experience.
• Handle Live Chats efficiently and professionally.
• Log, progress and provide updates on tickets for incidents and requests.
• Ensure first-line incidents are resolved quickly and escalate as needed.
• Coordinate with second/third line teams for fast incident resolution.
• Provide remote and on-site support and fixes when required.
• Maintain user accounts and admin tasks per security requirements.

Conocimientos

Customer service

IT troubleshooting

English proficiency

Multilingual

Remote support

Incident management

Time management

Herramientas

ServiceNow

Jira

Descripción del empleo

We’re one of the world’s leading online gambling companies, revolutionising the industry since 2000. Founded by Denise Coates CBE, we now employ over 10,000 people and serve over 120 million customers in 26 languages.

We empower our employees to push boundaries and explore new ideas, cultivating a culture that celebrates and rewards creativity. This offers employees a wealth of growth opportunities, giving them the opportunity to make a real impact in the world of online gambling. As a forward-thinking company, we’re breaking new ground in software innovation too, redefining what’s possible for our global worldwide.

Our focus on In-Play betting has solidified our market-leading position, featuring more than 1.38 million In-Play sporting events a year. With over 750 concurrent sporting fixtures at peak and more live sports streamed than anyone else in Europe (750,000), we handle over 6 million HTTP requests daily and process more than 1.5 million bets per hour at peak.

We’re one of the world’s leading online gambling companies, revolutionising the industry since 2000. Founded by Denise Coates CBE, we now employ over 10,000 people and serve over 120 million customers in 26 languages.

We empower our employees to push boundaries and explore new ideas, cultivating a culture that celebrates and rewards creativity. This offers employees a wealth of growth opportunities, giving them the opportunity to make a real impact in the world of online gambling. As a forward-thinking company, we’re breaking new ground in software innovation too, redefining what’s possible for our global worldwide.

Our focus on In-Play betting has solidified our market-leading position, featuring more than 1.38 million In-Play sporting events a year. With over 750 concurrent sporting fixtures at peak and more live sports streamed than anyone else in Europe (750,000), we handle over 6 million HTTP requests daily and process more than 1.5 million bets per hour at peak.

Job Description

We're looking for a dedicated and detail-oriented Service Desk Engineer to join our technical support team in Bogotá, Colombia. As the primary point of contact for our global workforce, you will deliver exceptional technical support and service request fulfillment while maintaining the highest standards of customer satisfaction. This is a dynamic role that combines technical expertise with genuine empathy, offering you the opportunity to make a meaningful impact on our organization's operational success.

Qualifications

• Strong interpersonal and customer service skills with a genuine commitment to supporting users at all organizational levels
• Excellent technical, analytical, and troubleshooting abilities with the capacity to solve complex IT problems systematically
• Proficiency in verbal communication in English, Spanish, and Portuguese; written communication skills in English required
• Demonstrated experience with IT ticketing systems (such as ServiceNow, Jira, or similar platforms)
• Solid knowledge of IT infrastructure, hardware, software, and common support scenarios
• Self‑motivated with the ability to work independently and manage time effectively in a fast‑paced environment
• Quick learner who embraces new technologies and processes with enthusiasm
• Experience with remote support tools and remote troubleshooting techniques
• Familiarity with incident management principles and service desk best practices
• Strong organizational skills with attention to detail and accuracy
• Resilient mindset with the ability to remain calm and empathetic when handling challenging situations
• Preferred: CompTIA A+, CompTIA Network+, or equivalent IT certification
• Preferred: Previous experience in a technical service desk or IT support role

Additional Information

• Answering phone calls within Service Level Agreements (SLA’s), whilst providing an excellent customer experience.
• Handling Live Chats efficiently and professionally.
• Logging, progressing and providing updates on tickets for incidents and service requests.
• Ensuring that first line incidents are resolved quickly and efficiently.
• Ensuring that second line incidents are investigated and promptly escalated where required.
• Managing open incidents, working with second and third line teams to gain the fastest resolution based on incident SLA’s.
• Providing remote and on‑site support and fixes.
• Providing administrative support to ensure that business critical processes are adhered to.
• Maintaining and administering user accounts in line with security requirements.

By applying to us you are agreeing to share your Personal Data in accordance with our Recruitment Privacy Notice - https://www.bet365careers.com/privacy-policy

At bet365, we're committed to creating an environment where everyone feels welcome, respected and valued. Where all individuals can grow and develop, regardless of their background. We're Never Ordinary, and we're always striving to be better. If you need any adjustments or accommodations to the recruitment process, at either application or interview, please don’t hesitate to reach out.