Deliver advanced support across infrastructure and endpoint systems The IT Service Desk Analyst Level 2 plays a critical role in maintaining operational continuity by resolving complex technical issues and ensuring seamless system performance. This position directly impacts business productivity across global clients while offering a long-term career with Emapta, designed for professionals seeking stability, growth, and meaningful technical progression. Snapshot 5 days work week 20 vacation days in total Fully-customized Emapta laptop and peripherals Direct exposure to our clients Diverse and supportive work environment Unlimited upskilling through Emapta Academy courses (Want to know more? Visit ) Ideal Candidate A technically skilled professional who thrives in resolving complex IT issues, values structured environments, and communicates effectively with both users and technical teams. You are proactive, service-oriented, and capable of handling multiple priorities while maintaining high service standards. Qualifications Bachelor's degree in Information Technology, MIS, or a similar program, or equivalent work experience At least 2 to 4 years of experience in a similar capacity Background in five or more of the following: Microsoft Internet Explorer, Office, and Outlook Windows Server 2000/2003 support and administration Microsoft IIS, ISA, or Exchange Active Directory 2000 / 2003 Microsoft SQL Server Local Area Networks (Cisco or 3Com) Wide Area Network Cloud platforms such as Microsoft Azure or AWS TCP/IP networking PowerShell and VBScript RMM and MDM tools for remote management and deployment ITIL experience and certification is an advantage Additional language skills at a technical level is an advantage Experience with MSP automation tools such as Autotask or ConnectWise Understanding and experience in delivering technologies such as: Microsoft technologies including Office 365, Active Directory, Exchange, and Windows Server SQL databases including MSSQL, MySQL, and PostgreSQL Server administration including builds, setup, support, antivirus, and virtual environments Relational databases, data warehousing, mark-up languages, and web technologies Ability to perform light hand activity work at a computer station in an office environment Good command of oral and written English Strong interpersonal communication skills and professional demeanor Ability to perform technical diagnosis and analysis Assertive and resourceful approach to problem-solving Ability to engage with internal teams and external stakeholders Flexible attitude with broad IT knowledge Willingness to work rotating shifts as needed Responsibilities Technical Support: Diagnose and resolve complex issues for desktops, laptops, and peripherals Provide remote and onsite support for hardware, software, and network connectivity Manage device configurations, operating system updates, and security compliance Escalate unresolved issues to higher-level teams and ensure resolution Support VPN, LAN, Wi-Fi connectivity, and endpoint security configurations Log, track, and resolve tickets within defined SLAs using ITSM tools Document troubleshooting steps and resolutions accurately Communicate ticket status and timelines proactively to users Asset & Configuration Management: Deploy and configure IT equipment for new hires and replacements Maintain accurate inventory records and ensure compliance with asset policies Collaborate with Global Technology Services teams to resolve issues Recommend process improvements to enhance service delivery and user experience Other Responsibilities: Perform administrative, operational, and project-related tasks as assigned Your Future Team at Emapta Latam Join Emapta Latam and contribute to our legacy of transforming global outsourcing. Since 2010, Emapta has pioneered personalized outsourcing solutions, empowering businesses to thrive with bespoke teams and seamless integration. Our commitment to excellence is reflected in our state-of-the-art facilities, competitive compensation, and a supportive work environment that fosters professional growth. With over 1,000 clients worldwide and a team of over 10,000 talented professionals, Emapta continues to set new standards in the industry. Apply now to be part of our success story in Colombia, where your skills are valued, and your career ambitions are supported. #EmaptaEra #J-18808-Ljbffr