IT Helpdesk Engineer

Who We Are:

We are a tech-enabled growth firm–at the intersection of marketing, consulting & data intelligence–igniting revenue and brand recognition for leading and emerging companies around the world. As a people-first firm, we value diversity in backgrounds and experiences. We strongly believe our people and culture are key to our success. Our vision is to be recognized as the most valued and respected private growth marketing firm in the world–with a scalable brand, culture and services. Our mission is to power the relentless pursuit of growth and redefine what’s possible through a team of growth-obsessed experts who demand innovation and results - driven by integrity, autonomy, and grit.

As a full-service growth marketing firm, we offer best-in-class services including: SEO, Content Marketing, Paid Media, Social Media Marketing, Programmatic + CTV, Public Relations, Influencer Marketing, Email + SMS, Conversion Rate Optimization, Retail Marketing, and Creative. Here at Power Digital, we are hyper-focused on helping brands drive revenue growth and brand recognition, ultimately driving irrefutable value for our clients.

At the heart of Power Digital is our proprietary technology, nova, which analyzes businesses through first-party data, simplifying investment planning for marketing and diligence in M&A––putting marketers in a strategic seat at the table––and providing value in unparalleled ways.

Managing billions in media, our dynamic team––of consultative marketers, creatives, analysts and technologists––challenge traditional ways of planning and measurement through meticulous testing and data science across each milestone of the customer journey.

***Proficiency in spoken and written English at an advanced level is required for this role.

A day in the life:

As an IT Support Specialist, you'll be deeply involved in managing our ticketing system, ensuring IT support requests are efficiently addressed and aligned with our KPIs. Based in Medellín, in this hybrid role (minimum 2 days per week in office) you'll spend your time tackling a variety of tasks, from assisting team members with system access issues to optimizing our software tools for better efficiency. As a critical member of our Cybersecurity committee, you'll collaborate with different departments, contributing to compliance certification efforts for a large company. Your role will also involve regular maintenance and periodic security audits to uphold our standards. Each day offers a blend of technical challenges and collaborative efforts, making your role integral to our organization's smooth and secure operation.

Responsibilities:

• Establish and manage a ticketing system to streamline IT support processes and facilitate KPI tracking

• Offer support for a range of systems, including Google Workspace, Slack, Asana, and LastPass

• Work closely with cybersecurity committees to address compliance-related items for certifications like SOC2, CCPA, and GDPR

• Regularly perform maintenance and updates for IT systems and software to ensure optimal performance

• Conduct audits every quarter on user permissions and access levels to maintain least privilege access and meet compliance standards

• Document IT procedures, commonly encountered issues, and their resolutions for future reference

• Contribute to enhancing our internal AI Chatbot with common IT queries to expedite problem resolution for team members

• Employ AI technologies to enhance and optimize business processes

• Utilize and leverage Power Digital's Nova ecosystem as it relates to your department

Role Requirements:

• Bachelor's degree in Information Technology, Computer Science, or related field

• 3+ years of experience in IT support or a related role

• Proficient with Google Workspace, Slack, Asana, and LastPass

• Strong understanding of IT principles and an ability to communicate technical concepts effectively to a varied audience

• Experience with Cloud providers such as AWS and GCP is a plus

• Excellent problem-solving and analytical skills

• Ability to manage multiple tasks and projects in a fast-paced environment

• Strong interpersonal and customer service skills

• B2 English level or higher

Key Performance Indicators (KPIs)

• Ticket Resolution SLAs – 90% of helpdesk tickets resolved within agreed SLA timeframes (e.g., P1 in <1 hour, P2 in <4 hours, P3 in <24 hours).

• First Contact Resolution (FCR) – Achieve >70% of issues resolved on first contact without escalation.

• User Satisfaction (CSAT) – Maintain an average satisfaction score of 4.5/5 or higher on post-ticket surveys

• Incident Response – Respond to critical after-hours incidents within 15 minutes, with documented root cause analysis within 48 hours.

• Security Compliance – Ensure 100% completion of quarterly access reviews and zero unapproved admin account escalations.

Most Important Things (MITs)

• Delivering swift and effective IT support to all team members

• Continuously improving our IT infrastructure and process to support company growth

• Upholding the highest standards of system security and data protection

• Keeping abreast of the latest IT trends and technologies to drive innovation within the company

• Great communication skills with users and stakeholders

Power Digital’s people and culture are at the core of our success, which is why diversity in our team’s backgrounds and experiences are paramount. We are an Equal Opportunity Employer and our employees are people with different strengths, experiences, and backgrounds, who strive to make an impact inside and outside of the workplace. Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion and many other parts of one’s identity. All of our employees' points of view are key to our success, and inclusion is everyone's responsibility.

Please be aware of fictitious job openings, consulting engagements, solicitations, or employment offers from suspicious sources. These engagements may be an attempt to obtain private information, or to induce you to pay a fee for services related to recruitment or training. Power Digital does NOT charge any application, processing, or training fee at any stage of the recruitment or hiring process. All genuine job openings will be posted on our careers page at https://powerdigitalmarketing.com/company/careers/. If you have any doubts about the authenticity of any messaging behalf of Power Digital, please send us an email at [email protected] before taking any further action in relation to the correspondence.