Sr. IT Support Specialist - 10238

coupa-software-inc-ats-1; Bogotá ciudad; Presencial; COP 66.960.000 - 133.920.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Global Wellness Days

Birthday Time-Off

Volunteer Time Off (VTO)

Employee Assistance Program (EAP)

Business Travel Protection

Referral Bonus Program

Descripción de la vacante

Coupa is seeking a Sr. IT Support Specialist to be the first point of contact for end-user IT requests and the primary Freshservice administrator. You will help ensure efficient service delivery and drive continual improvements in IT support operations.

You will support onboarding, maintain the service catalog, and collaborate with vendors to ensure seamless third-party assistance, while delivering high user satisfaction and timely follow-up.

Formación

• Degree in IT or related field (or equivalent experience).
• Fluent English with strong communication skills.
• Experience with Freshservice ITSM or similar tool.

Responsabilidades

• Provide Level 1 IT support via Service Desk, including weekend coverage.
• Administer and enhance the Freshservice ITSM platform, workflows, SLAs, and knowledge base.
• Resolve issues proactively and escalate security incidents when needed.
• Perform QA checks, monitor systems, and maintain service quality.
• Support onboarding and training, and manage vendor relationships.

Conocimientos

Fluent English

Customer-focused

Strong communication

Problem-solving

Educación

Degree in IT or related field

Herramientas

Freshservice

VPN

Zoom

Egnyte

Google Drive

Microsoft 365

OKTA

Intune

JAMF

AWS Console

Descripción del empleo

Coupa makes margins multiply through its community-generated AI and industry-leading total spend management platform for businesses large and small. Coupa AI is informed by trillions of dollars of direct and indirect spend data across a global network of 10M+ buyers and suppliers. We empower you with the ability to predict, prescribe, and automate smarter, more profitable business decisions to improve operating margins.

Why join Coupa?

• Pioneering Technology: At Coupa, we're at the forefront of innovation, leveraging the latest technology to empower our customers with greater efficiency and visibility in their spend.


• Collaborative Culture: We value collaboration and teamwork, and our culture is driven by transparency, openness, and a shared commitment to excellence.


• Global Impact: Join a company where your work has a global, measurable impact on our clients, the business, and each other.

The Impact of a Sr. IT Support Specialist at Coupa:

We are seeking a detail-oriented and customer-focused IT Service Desk Specialist with hands-on experience in Freshservice administration. In this role, you will be the first point of contact for end-user IT support requests, as well as the primary administrator for our Freshservice ITSM platform. You’ll play a key role in ensuring efficient service delivery and continuous improvement of our IT support operations.

What You’ll Do:

• Provide Level 1 technical support via the Service Desk, acting as the first point of contact for user inquiries and offering clear troubleshooting assistance, including weekend coverage.


• Administer and enhance the Freshservice ITSM platform, managing workflows, automation, SLAs, and maintaining service catalogs, knowledge base content, and reporting tools.


• Resolve technical issues proactively, escalating security-related incidents when necessary, and ensuring high levels of user satisfaction through timely follow-up and ownership.


• Monitor systems and perform QA checks, identifying and addressing potential problems before they impact users and maintaining overall service quality.


• Support user onboarding and training, while fostering strong vendor relationships to ensure seamless collaboration and third-party support.

What You Will Bring to Coupa:

• Extensive hands-on IT support experience, supported by a degree in IT or related field (or equivalent professional background), with fluency in English and strong communication skills.


• Proficient in MacOS, Windows OS, and productivity suites such as Microsoft 365 (Outlook, Word, Excel, PowerPoint) and Google Workspace (Gmail, Drive).


• Experienced with ITSM tools, particularly Freshservice, as well as remote support platforms like VPN and Zoom, and backup tools including Egnyte and Google Drive.


• Technical knowledge in networking fundamentals (TCP/IP, DNS, routing, subnetting) and enterprise platforms such as OKTA, Intune, JAMF, and basic AWS console use.


• Strong problem-solving mindset, with excellent interpersonal skills, adaptability in fast-paced environments, and a high level of initiative and ownership.

At Coupa, we are 100% committed to creating and nurturing an environment that supports your physical, mental, and community well-being. We offer a comprehensive suite of benefits designed to help you and your family thrive:

Global Well-Being Perks (For All Employees Globally)

• Global Wellness Days: Enjoy two designated, company-wide paid wellness days off each year (typically the first Friday in March and the last Friday in September) so the entire global team can unplug, step away, and recharge together .


• Birthday Time-Off: Celebrate your day! Coupa provides a paid day off on your birthday or another day of your choice within your birthday month .


• Volunteer Time Off (VTO): Giving back is in our DNA. We offer 40 hours of paid VTO annually to support the community initiatives and volunteer programs you are passionate about .


• Employee Assistance Program (EAP): Access free, confidential, 24/7/365 counseling and resources for emotional support, work-life solutions, financial advice, legal guidance, and support for new parents .


• Business Travel Protection: Travel with peace of mind. Zurich Travel Assist provides medical, safety, pre-trip planning, and emergency support during any business travel .


• Referral Bonus Program: Share the Coupa experience! Receive generous monetary referral bonuses when you successfully refer talented friends or acquaintances who are hired into open roles .

Please note: In addition to these global well-being perks, Coupa offers highly competitive, location-specific benefits packages (which include comprehensive medical/dental insurance, retirement/pension plans, and life or accident protection) tailored to your primary work location. Your recruiter will walk you through the specific regional benefits package for this role during the interview process.

Coupa complies with relevant laws and regulations regarding equal opportunity and offers a welcoming and inclusive work environment. Decisions related to hiring, compensation, training, or evaluating performance are made fairly, and we provide equal employment opportunities to all qualified candidates and employees.

Please be advised that inquiries or resumes from recruiters will not be accepted.