Service Desk Technician L

About the role

Safeguard Global is looking for a Service Desk Technician II to provide advanced IT support to global employees. The role involves resolving complex technical issues, serving as an escalation point for Service Desk Technician I staff, and helping employees remain productive through efficient, high-quality support. It offers an opportunity to solve problems, mentor others, and contribute to continuous improvements within a collaborative, globally connected team.

Responsibilities

• Diagnose and resolve issues involving laptops, mobile devices, operating systems, software applications, and basic network connectivity.
• Investigate recurring technical issues, identify root causes, and contribute to long-term solutions.
• Provide technical guidance to colleagues as required.
• Collaborate with infrastructure, security, and application teams to resolve cross-functional technical issues.
• Support the implementation and maintenance of end-user platforms, systems, and IT services.
• Create and maintain knowledge base articles, documentation, and troubleshooting guides.
• Document incidents, service requests, and resolutions accurately according to ticketing standards.
• Identify opportunities to improve service desk processes, automation, and service quality.
• Perform other IT-related duties as assigned.

Requirements

• High school diploma or equivalent required.
• At least 2 years of progressive experience in IT support or service desk roles.
• 1 year of experience as a Level-2 Service Desk Technician.
• Experience troubleshooting hardware, software, operating systems, and basic networking issues.
• Understanding of IT support processes, incident management, and escalation practices.
• Strong analytical problem-solving and troubleshooting skills.

Datos clave

• The role provides advanced IT support to global employees.
• High school diploma or equivalent required.
• Requires 2+ years of progressive IT support or service desk experience.
• Requires 1 year of experience as a Level-2 Service Desk Technician.

Salario estimado

Salario estimado para soporte técnico en Colombia: COP 2.000.000 - 2.800.000 al mes, según 9 ofertas con salario publicado en CazVid. Es una estimación, no el salario ofrecido.