Service Desk Specialist

Summary

Join Ideals, a global B2B SaaS company, as a Middle+/Senior Service Desk Specialist working remotely from Colombia. Support the smooth operation of IT infrastructure by handling internal IT requests and collaborating on IT projects. You will focus on providing efficient remote technical support, maintaining service health, managing cloud server lifecycles and services, and managing hardware tasks. Collaborate with various teams across global locations. This role requires 4+ years of experience as a Service Desk Specialist and advanced English proficiency. The position offers a remote-first model, home office setup budget, wellness budget, paid time off, and various professional development opportunities.

Requirements

• 4+ years of experience as a Service Desk Specialist
• Experience of completing requests on L3 level of internal IT Support
• Advanced level of English (C1), both spoken and written
• Strong technical problem-solving and troubleshooting skills
• Experience in installation, configuration, and troubleshooting of Windows or macOS
• Experience in supporting cloud solutions, including managing user accounts, groups, and access permissions in cloud services such as Google Workspace or Zoom
• Experience with installation and administration of client software via software management tools such as Jump Cloud or SCCM
• Knowledge of IT Service Management tools
• Experience in managing IT assets, such as laptops and monitors, in a Configuration Management Database (CMDB)

Responsibilities

• Provide efficient remote technical support to Ideals employees
• Maintain internal service health: monitor, diagnose, and resolve failures
• Manage cloud server lifecycle: procurement, contract renewals, and optimization
• Administer cloud services: access, usage, licensing, and automation
• Manage hardware-related tasks, including overseeing the shipping, retrieval, and tracking of employee equipment through our vendor
• Enroll and manage Windows and macOS devices through MDM solutions
• Collaborate with the Information Security team on security-related tasks
• Execute seamless migrations of cloud and on-premises services

Preferred Qualifications

• Knowledge in networking fields
• Experience with creation and administration of basic workflows in Jira
• Cisco-issued certification / ITIL foundation / Comptia A+ or above
• Basic experience in PowerShell and Bash

Benefits

• Remote-first model with teams distributed globally
• Home office set up budget
• High-end laptop, monitor and any additional IT equipment needed
• Reimbursement of co-working space expenses
• Wellness budget for sports, yoga, mental, and other health-related activities
• Reimbursement of participation in sports competitions
• Paid time off following the legislation and common market practice
• Individual Development Plan based on your career interests
• Generous budget for learning and development activities
• Professional and self-development books and subscriptions compensation
• Ideals’ support of your passion as a speaker or writer
• Internal growth and internal mobility opportunities
• Budget for local gatherings in global locations
• Generous internal referral program