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Talent pool - Level 2 HelpDesk Specialist

Remote: 
Full Remote
Experience: 
Mid-level (2-5 years)
Work from: 
Colombia

Offer summary

Qualifications:

2+ years of experience in technical support, Proficiency with ticketing systems like Zendesk or ServiceNow, Strong technical troubleshooting skills, Experience in root cause analysis.

Key responsabilities:

  • Manage and resolve escalated tickets
  • Conduct in-depth troubleshooting for software issues

Procalidad Analytics logo
Procalidad Analytics Information Technology & Services SME http://www.procalidad.com/
51 - 200 Employees
About Procalidad Analytics
Somos una empresa de prestación de servicios de consultoría, diseño e implementación de soluciones en Big Data y Analítica, con más de 32 años de experiencia. Ayudamos a nuestros clientes en su trayectoria de transformación digital con el fin de optimizar su desempeño y ser más competitivos en su mercado tomando mejores y más rápidas decisiones basadas en datos, de la mano de talento capacitado en diferentes industrias y tecnologías de vanguardia. Resolvemos problemas de negocio a través de modelos analíticos que rentabilizan el conocimiento y optimizan los procesos de transformación digital. Trabajamos con diferentes tecnologías en las cuales nuestro equipo de especialistas cuentan con la experiencia y certificaciones que nos permiten analizar las distintas necesidades de los clientes, sus preferencias tecnológicas y proponer soluciones que máxime las inversiones en plataformas analíticas. De igual manera contamos con aliados estratégicos para proyectos específicos para temáticas de negocio que así lo ameriten. ¡Somos su aliado ideal en los procesos de arquitectura empresarial analítica!
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Job description

POSITION FOR TALENT POOL: Level 2 HelpDesk Specialist

As a Level 2 HelpDesk Specialist, you will handle escalated tickets in our B2B software support system, addressing complex issues and performing in-depth troubleshooting. Working through ticketing platforms like Zendesk or ServiceNow, you will collaborate with technical teams to investigate and resolve software functionality issues. Your role requires strong technical knowledge and analytical skills to deliver timely and effective solutions that enhance the client experience.

Responsibilities

· Manage and resolve more complex and/or escalated tickets from Level 1 support, using ticketing systems such as Zendesk, ServiceNow or similar.

· Conduct in-depth troubleshooting for complex software issues, analyzing logs and identifying root causes.

Profile

· 2+ years of experience in technical support, preferably in a B2B software environment.

· Proficiency with ticketing systems like Zendesk, ServiceNow, or similar platforms for managing complex support cases.

· Strong technical troubleshooting skills, with experience in root cause analysis and issue resolution.

Soft Skills

· Exceptional communication and interpersonal skills.

· English B2 or higher.

· Strong analytical and problem-solving capabilities.

Required profile

Experience

Level of experience: Mid-level (2-5 years)
Industry :
Information Technology & Services
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Hard Skills

Hardware TroubleshootingRoot Cause AnalysisZendeskServiceNow

Other Skills

  • Social Skills
  • Communication
  • Analytical Skills
  • Problem Solving
Are you interested?

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