IT Help Desk Engineer - LATAM

Tech remote, Colombia


ARRISE powers Pragmatic Play, a leading supplier of player-favourite content to the iGaming industry.
We are a software development and services company delivering end-to-end digital solutions. Headquartered in Gibraltar with offices around the world, including Malta, Romania, India, Canada and Bulgaria, we are a global team of over 4,000 talented individuals with decades of experience across multiple industries and professions. Together, we form a cross-functional powerhouse that is driven to deliver.
This role is with the ARRISE group powering Pragmatic Play.
What you would be doing:

You will be the single point of contact for phone calls and emails from employees within LATAM regarding IT issues and queries. Your day to day will involve 1st and 2nd line customer support including troubleshooting of IT related problems from in-house software to hardware, such as mobile phones, Laptops, PCs and Printers.
You’ll have ownership of user problems and follow up on the status on behalf of the user and communicate progress in a timely manner. Throughout this you will maintain a high degree of customer service for all support queries and adhere to all service management principles.

  • Infrastructure support and maintenance — Active Directory, Office 356, Exchange Online, SharePoint Online, Intune, local area network
  • Support of IT purchases and maintain an inventory of IT assets and equipment
  • Log all requests in Jira
  • Push all troubleshooters available towards solving successfully and in an ASAP manner all reported issues coming from customers
  • Maintain a high degree of customer service for all support queries and adhere to all service management principles
  • Provide basic in-house training in MS Office applications used within the Association (Word, Excel, Outlook, PowerPoint)
  • Publishing support documentation to assist staff with requests for information & provide staff training if required
  • Arrange for external technical support where problems cannot be resolved in house
  • Must be located in Colombia
  • Fluent in Spanish and English
  • Proven experience as a HelpDesk, System Administrator or similar role
  • Strong skills with Office 365, AD Users and Computers are mandatory, PowerShell is a plus
  • Windows, MacOS, iOS experience
  • Experience with networks (LAN, WAN), routers & switches
  • Familiarity with various operating systems and platforms
  • Excellent communication and collaboration skills
  • Well-organized and problem solving ability
  • Proactivity and ability to work in a fully remote environment
  • Adaptability and flexibility