Technical Support Engineer - Service Desk L2 (Bilingual)

RECLUTAMIENTO; Bogotá ciudad; On-site; COP 45,000,000 - 75,000,000; Full time

Job summary

RECLUTAMIENTO seeks an IT Product Support specialist to provide Level 2 support for our global eQMS platform, triaging incidents, investigating issues, and guiding resolutions with the teams.

Responsibilities include go-lives, hypercare, migrations, and releases; following ITIL and GAMP5; maintaining documentation and knowledge base; and communicating in advanced English with global users.

Qualifications

• Experience in IT application support / service management.
• Experience with support for applications.
• Experience with technical troubleshooting.
• Knowledge of Document Control, Training, and Change Management.
• Advanced English proficiency is a must.

Responsibilities

• Provide L2 support for eQMS applications, managing incidents, requests, and standard changes through BMC Helix ITSM.
• Troubleshoot issues related to Document Control, Training, Change Management, reporting, integrations, synchronization, schedulers, signatures, and document workflows.
• Support go-lives, hypercare, migrations, cutovers, and application releases.
• Collaborate with Service Desk, Development, Infrastructure, QA/Validation, Product Owners, SMEs, and business users.
• Maintain accurate ticket documentation, knowledge articles, troubleshooting guides, and known-error information.
• Follow ITIL practices, GAMP5 principles, and applicable quality/validation procedures.

Skills

ITIL

Product support

Troubleshooting

English

Helix ITSM

Tools

BMC Helix ITSM

Documents Mgmt System

Job description

We are looking for a IT Product Support to provide Level 2 application support for our global eQMS platform, ensuring timely triage, investigation, resolution, and escalation of incidents, service requests, and operational issues.

Key Responsibilities

• Provide L2 support for eQMS applications, managing incidents, requests, and standard changes through BMC Helix ITSM.
• Troubleshoot issues related to Document Control, Training, Change Management, reporting, integrations, synchronization, schedulers, signatures, and document workflows.
• Support go-lives, hypercare, migrations, cutovers, and application releases.
• Collaborate with Service Desk, Development, Infrastructure, QA/Validation, Product Owners, SMEs, and business users.
• Maintain accurate ticket documentation, knowledge articles, troubleshooting guides, and known-error information.
• Follow ITIL practices, GAMP5 principles, and applicable quality/validation procedures.

Key Requirements

• Experience in IT application support / service management.
• Experience with support for applications.
• Experience with technical troubleshooting.
• Knowledge of Document Control, Training, and Change Management.
• Advanced English proficiency is a must.

Work Conditions