Desktop Support Associate, Tier 2

Company: Confidential

Why candidates should join

This is a good opportunity for someone who likes practical, hands-on support work in a stable client environment. The role offers clear ownership over day-to-day operations, ticket resolution, and inventory control, with exposure to a large global organization and an opportunity to work closely with EOS leadership.

It is also a strong fit for someone who is comfortable with structure and repetition, and who wants to build experience supporting hardware and site operations on behalf of a major client like Amazon.

Role Requirements

• Tier 2 / more senior than Tier 1 (Must-have)
• desktop support or help desk experience (Must-have)
• hardware support for monitors, keyboards, peripherals, cabling (Must-have)
• ticket handling and SLA-based work (Must-have)
• inventory management (Must-have)
• experience with troubleshooting and replacement-based support (Must-have)
• working with SOPs (Must-have)
• ability to follow instructions precisely (Must-have)
• comfort with repetitive work (Must-have)
• clear communication in English (Must-have)
• background in IT support (Nice-to-have)
• background in warehousing or logistics (Nice-to-have)
• experience supporting both hardware and software (Nice-to-have)
  
  

About The Role

Desktop Support Associate

Location: Bogotá, Colombia (100% on-site) | Type: Independent Contractor | Hours: Monday–Friday, 8:00 AM – 5:00 PM

About The Role

We're hiring a Desktop Support Associate, Tier 2 to join the on-site IT support team for a major global technology company's Bogotá office. This is a hands-on, hardware-focused support role — you'll be the go-to person keeping employees' desk setups running smoothly, from monitors and peripherals to inventory and workspace audits.

This isn't a complex software troubleshooting role. It's about precision, reliability, and following process — diagnosing hardware issues quickly, resolving them within strict SLAs, and keeping accurate records every step of the way.

What You'll Do

• Install, troubleshoot, and replace monitors, keyboards, and other desk peripherals based on incoming support tickets
• Diagnose hardware issues (cabling, connections, equipment faults) and resolve or escalate per SOPs
• Meet ticket SLAs (typically 2–5 business days depending on severity)
• Conduct recurring inventory audits and maintain an organized, accurate storage/stock area
• Perform proactive desk audits to catch issues before they become tickets
• Join two short daily check-in calls (start of day planning, end of day report)
• Occasionally travel to a nearby site within the Bogotá region if a ticket requires it
• Contribute ideas to team process-improvement initiatives (e.g., workspace organization)
• Communicate clearly in written English (tickets, reports) and support end users in Spanish
  
  

What We're Looking For

• Experience providing IT/desktop support (Tier 1 or Tier 2 help desk background strongly preferred) — OR a background in a highly process-driven, hands-on environment (e.g., warehousing, logistics, technical operations) with strong attention to detail
• Comfortable following documented SOPs precisely and consistently, without needing to redesign the process
• Professional working proficiency in English (written and verbal) — you'll be logging tickets and communicating with an international team in English day-to-day
• Native or fluent Spanish for on-site interactions
• Reliable, steady performer who's comfortable with repetitive, ticket-driven work and a fixed daily routine
• Prior experience in a contractor or fixed-term role is a plus — you understand and are comfortable with that working arrangement
• Physically able to organize and manage a storage/stock room (light lifting of boxes/equipment)
  
  

Compensation & Contract

• Independent contractor engagement, processed and paid on a monthly basis
• Target compensation: ~40,000,000 COP/year, paid via contractor payroll partner
• Equipment provided by the client on-site
• One week of onboarding/training with the internal support team
  
  

Why This Role

You'll join a well-established global IT support operation with a clear structure, dedicated regional leads, and a team spread across Latin America, EMEA, and beyond. If you like clear expectations, steady hands-on work, and being the person who keeps things running — this is a great fit.

Start date: ASAP - we're moving quickly to fill this seat.

Equity: NO

Visa sponsorship: NO

Interview process

• Shortlisted (Ready to Submit)
• 1st stage (EOS Hiring Manager)
• Offer sent