Get to know us

Ideals is a global B2B SaaS product company recognized as the most highly rated and customer-centric in a secure business collaboration market. Trusted by more than 1,000,000 users from 175,000 companies globally, we are on a mission to create more prosperity in the world by accelerating high-stake business decisions. We achieve this by delivering extremely intuitive and robust software products that help people make impactful decisions with less stress, higher quality, and shorter hours:

Ideals Virtual Data Room: A web-based cloud platform used by companies in a wide range of industries to ensure secure confidential document sharing for online due diligence, fundraising transactions, corporate reporting, licensing, clinical trials, and other business goals.

Ideals Board: A cloud platform with web and mobile applications used by board members, CEOs, executives, and corporate secretaries, to streamline governance and improve high-stake decisions in a fast, secure, and compliant way.

The role

Ideals reached 440 employees across 27 locations and keeps expanding globally. To support this growth journey, we seek a Middle+ / Senior Service Desk Specialist remotely in Colombia to ensure the smooth operation of IT infrastructure using modern approaches. In this role, you will focus on internal IT requests from our colleagues, participating in various IT projects in collaboration with other teams across global locations as we scale.

If you thrive in dynamic environments and possess a can-do attitude to improve existing processes for higher efficiency and internal customer satisfaction, this is an ideal opportunity to make a lasting impact on a growing company.

You will report to the Service Desk Manager, and collaborate closely with Service Desk colleagues, Security and Business Process Automation teams, and the Director of Internal IT.

Schedule: remote from any city in Colombia, 8-hour workday local time; no night shifts.

Please kindly send your CV in English

What you will do

• 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

What you bring

• 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)

Nice to have

• 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

Our assessment process

• One-way video interview (15 mins) and Online Test (15 mins)
• Screening call with the Talent Acquisition Specialist (30 mins) – optional
• Test task (up to 3 hours)
• Interview with the Hiring Manager (90 mins)
• Competency-based interview with the Talent Acquisition Specialist (90 mins)