IT Helpdesk Associate (Bogota, Contractor)

About Veho

To truly build an iconic company, we strongly believe that our people and values must be aligned with our mission. As such, we take pride in our championship team, merit-based culture. We seek team players who want to compete, win, make an impact and build a legacy, and we reward performance and impact players with generous equity and incredible career growth opportunities.

About the Role

Veho is looking for an IT Operations Engineer to join our growing IT organization, reporting directly to the IT Supervisor. This role sits at the intersection of hands-on technical support, identity and access management, device lifecycle engineering, and operational excellence for both our remote workforce and in-office staff in Bogotá, Colombia. You will be responsible for resolving tier 1 and tier 2 support issues within agreed SLAs, maintaining and automating identity workflows across key SaaS tools, managing hardware inventory and deployment, and supporting onsite IT infrastructure for our Bogotá office.

Beyond daily operations, you will own small-to-medium IT projects, leverage AI and automation to streamline helpdesk processes, and serve as a critical technical anchor for our Latin America operations.

What You'll Own

• Own Tier 1 and Tier 2 triage, incident response, and service request fulfillment for remote and onsite users, consistently meeting or exceeding defined SLAs.
• Provide hands-on in-office IT support at the Bogotá office, including device setup, hardware receiving, wiping, re-imaging, inventory tracking, internet service management, and local operational assistance.
• Perform root cause analysis on recurring technical issues, communicate findings clearly to technical and non-technical stakeholders, and manage escalation paths to Tier 3 engineering or external vendors when appropriate.
• Manage identity and access lifecycle management (IAM) across Okta, Google Workspace, Slack, and connected cloud systems, driving automated onboarding and offboarding workflows for employees and contractors.
• Identify opportunities to integrate AI-driven solutions and low-code/no-code automation to improve ticket resolution speed and operational efficiency.
• Author, maintain, and expand internal technical documentation, end-user self-service guides, and IT standard operating procedures (SOPs).
• Monitor system health and perform routine administrative maintenance across IT-managed endpoints, Mobile Device Management (MDM) platforms, and SaaS tools.
• Maintain accurate asset management data across device inventory tools, ticket management systems and software license trackers.
• Participate in an off-hours, bi-weekly on-call rotation to support critical operational incidents.

What You Bring

• Education: Bachelor's degree in Information Technology, Computer Science, Systems Engineering, or a related field; equivalent years of practical experience in an IT operations or systems administration role will be fully considered in lieu of a degree.
• 5+ years of progressive IT experience in helpdesk, IT operations, desktop support, or systems administration within a high-growth environment.
• Demonstrated experience administering enterprise SaaS solutions: Identity Provider (Okta), MDM (Kandji for macOS, Intune/Jamf or equivalent), Collaboration (Google Workspace, Slack), and modern ticketing platforms (Jira Service Management, Freshservice).
• Solid understanding of macOS and Windows OS troubleshooting, hardware diagnostics, and endpoint configuration standardizations.
• Foundational networking skills: DNS, DHCP, VPNs, subnets, Wi-Fi infrastructure troubleshooting, and basic switch/router management.
• Hands-on exposure to asset tracking lifecycle management, hardware procurement, vendor relationship management, and hardware logistics.
• Professional English and Spanish language proficiency (written and spoken) to seamlessly support both Latin America-based team members and US corporate staff.

The Soft Skills That Actually Matter Here

• Unrelenting problem-solver mindset: You are driven to fix root causes rather than apply temporary patches. When faced with an ambiguous problem, you work systematically toward resolution without waiting for step-by-step instructions.
• Builder orientation: You view IT processes as living systems that require continuous optimization. You actively look for friction points and propose scalable solutions to remove them.
• High-empathy communicator: You treat every technical interaction as a service experience. You explain technical concepts clearly to non-technical users, exercising patience and structured thinking during high-stress outages.
• Cross-functional team player: On a lean IT team, you flex seamlessly between local Bogotá office needs and broader corporate/warehouse support across the US.

The pay range is subject to the discretion of the Company. Additionally, Veho offers a competitive equity package, comprehensive medical, dental, and vision coverage, and other benefits such as a 401 (k) and unlimited PTO for exempt-level roles.