Analista Mesa de Ayuda Nivel II Bilingüe (IT)

Location: Hybrid in Medellín, Colombia

Company

hirify.global is a global provider of software and cloud solutions operating in more than 70 countries with over 12,000 professionals.

What you will do

• Resolve Level 1 escalations through advanced troubleshooting and ticket ownership for users across LATAM and North America.
• Administer and support ServiceNow, Active Directory, Microsoft Intune, Windows operating systems, infrastructure, and corporate tools.
• Manage patching, updates, configurations, endpoint management, and monitoring.
• Investigate complex incidents, identify technical alerts, and escalate issues to Level 3 when required.
• Collaborate with Level 1, Level 3, and other technical teams across multiple regions.
• Create technical documentation and knowledge base articles while contributing to process improvement.

Requirements

• Technical, technological, or professional degree in Systems, Computer Science, Information Technology, or a related field.
• Experience in technical support or service desk environments, preferably at Level 2, including escalation handling.
• Knowledge of Windows, Active Directory, Microsoft Intune, ServiceNow, and support or infrastructure tools.
• Knowledge of patching, updates, configurations, monitoring, and endpoint management.
• Advanced English required.
• Effective communication, proactivity, autonomy, adaptability, and a learning mindset.

Culture & Benefits

• Health and well-being benefits.
• Continuous learning and career development opportunities.
• Performance-based incentives and employee share participation.
• Flexible and hybrid work models.
• Participation in global projects and collaboration with international technical teams.