Application Support - Help Desk

🚀 We’re Hiring: IT Product Support – Service Desk Agent (eQMS)

Are you a skilled IT Support Specialist with experience in regulated enterprise software? Join a global leader in laboratory testing and clinical diagnostics as an IT Product Support - Service Desk Agent (L2) for our eQMS (Quality Management System) platform in Bogotá, Colombia !

If you thrive in IT Service Management, enjoy solving complex L2 application issues, and want to play a key role in global software deployments, this opportunity is for you.

📌 Role Highlights

• Location: Bogotá, Colombia (On-site initially with Hybrid model transition based on performance results).
• Contract Type: Indefinite Contract.
• Experience Level: 2–5 years of IT Service Desk / L2 Support experience (Regulated application support is a major plus!).
• Shift/Tooling: BMC Helix ITSM | ITIL Practices.

💡 What You Will Do

As an L2 IT Product Support Specialist , you will support our global in-house Quality Management System ( eQMS ) used across lab sites worldwide:

• L2 Incident & Request Management: Triage, investigate, and resolve incidents and service requests using BMC Helix ITSM .
• Core Application Troubleshooting: Resolve functional and technical issues in Document Control, Training, Change Management, exports/reporting, signatures, and queue synchronizations.
• Go-Live & Hypercare Support: Assist new site deployments, data migrations, post-release stabilization, and smoke checks.
• Cross-Functional Collaboration: Partner with L1 Service Desk, L3 Developers, Infrastructure, QA/Validation, and Product Owners globally.
• Knowledge Management: Create and maintain Knowledge Base articles, workarounds, and standard operating procedures.

🎯 What We Are Looking For

• 2 to 5+ years in IT Service Desk / L2 Application Support.
• Strong knowledge of ITIL processes (Incident, Request, Change, Problem Management).
• Hands-on experience with BMC Helix ITSM or enterprise ticketing systems.
• Familiarity with regulated environments, GAMP5 guidelines , audit trails, or Quality Management Systems (QMS) is a plus.
• Advanced English communication skills (written and verbal) to collaborate with global teams across multiple time zones.
• Basic knowledge of SQL, Python, scripting, or log analysis is an advantage (not mandatory).

✨ What We Offer

• Stability: Indefinite long-term contract.
• Growth: Clear career evolution paths within a rapidly expanding global group.
• Flexibility: On-site initial onboarding transition to a Hybrid Work Model .
• Impact: Direct involvement in hypercare and releases for mission-critical life-sciences applications.