Support Desk Engineer

We’re Hiring: Support Desk Engineer

Looking for a role that fosters collaboration, creativity and career growth in a vibrant office environment? We got you covered!

We are currently on the lookout for a Support Desk Engineer to join our team at Cloudstaff, the #1 workplace everywhere! Think you qualify for the role? Attach a 1-2 minute video intro and introduce yourself to us so we can meet you virtually. Attach this together with your updated CV to become a priority applicant!

Role : Support Desk Engineer

Work Arrangement : Work from Office

Location : Colombia - Bogotá

Schedule : Morning Shift

Job description:

A Support Desk Engineer is the first line of client technical support and is responsible for providing a high level of customer service. This role receives end-user tickets via phone, desktop application, and email submissions. They assist clients remotely by identifying solutions and troubleshooting system issues. A Support Desk Engineer follows standard procedures for ticket escalation and documentation to ensure timely and effective resolution.

CLIENT SERVICE EXCELLENCE

• In all tasks and responsibilities, be a champion and representative of the Five Nines Fundamentals.
• Need a refresher? Our Five Nines Fundamentals can be found here: Fundamentals.pdf

CORE RESPONSIBILITIES

85% - Client Service & Support

• Serve as the first point of contact for incidents and service requests
• Troubleshoot IT issues for clients
• Support technical issues related to core business applications and operating systems
• Assist with basic network-level support, including WAN and LAN connectivity
• Provide basic remote access solution implementation and support: VPN, Terminal Services, and Citrix
• Provide the highest level of customer service and satisfaction
• Work through a daily schedule in ConnectWise and maintain ongoing ticket review
• Update tickets regularly and keep the partner informed of progress, impending changes, or agreed outages
• Ensure service goals are met; escalate service or project issues that cannot be completed within agreed service levels, especially aging tickets
• Collaborate with peers on the Primary Team to ensure requests are routed to the proper resource for quick and efficient resolution.
• Communicate critical updates to Primary Team peers to ensure alignment on key issues.
• Notify Procurement and Quoting Team for non-project related product requests
• Create, review, and maintain documentation for clients

10% - Internal Processes, Documentation, Audits and Standards

• Responsible for entering service or project tickets, time, and expenses in ConnectWise as it occurs
• Resolve Five Nines’ audit findings or and general support as required

5% - Internal Meetings and Training

• Attend internal meetings and trainings as assigned

KEY PERFORMANCE INDICATORS

• Ticket Closures: 30-35 closed/week
• Ticket Management/Hygiene
• Adhere to SLOs
• Follow time tracking SOPs
• Client Satisfaction
• CSAT and client surveys
• Documentation Accuracy

Qualifications and requirements:

• Associate degree in Information Technology or equivalent work experience
• Previous customer service experience

Perks & Benefits:

Comprehensive Legal Benefits (Colombia)

As part of your contract, we ensure all legally mandated benefits are covered—because your well-being is our priority! Here's what you can count on:

• Health Insurance (EPS)
• Pension Coverage
• Severance Pay (Cesantías)
• Family Compensation Fund (CCF)
• Occupational Risk Insurance (ARL)

Exclusive Perks That Go Beyond

We believe in giving more than just the basics. With us, you’ll enjoy:

• Premium Health Insurance (Prepagada)
• Life Insurance, starting from your 16th day with us.
• Flexible Work Setup options—Hybrid, On-site, or Remote. (This can change according to the role you are applying to)
• Access to the CloudStaff Dream Points Program.
• Exciting Growth Opportunities to fuel your career aspirations

Cloudstaff : Build Your Career, Anywhere

Established in 2005, Cloudstaff is a leading outsourcing company that empowers businesses to thrive through smarter talent solutions. We're passionate about creating a work environment that fosters your professional growth and overall well-being.

Why Cloudstaff is the #1 Workplace?

• Award-winning Culture: We're committed to building the #1 Workplace Everywhere, with a proven track record of staff engagement initiatives and industry recognition
• Invest in You: We support your development through comprehensive training programs, mentoring and opportunities for career advancement
• Thrive as an Individual: We offer a strong work-life balance with flexible schedules, meaningful perks and a collaborative team environment.

**To become a priority applicant, please share a 1-2 minute video introduction detailing you experience in this specific role. You can upload your video to the CSJobs platforms. Please use a clean, distraction-free background and speak clearly and articulately.**