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IT Product Support – Service Desk AgentWe’re looking for an IT Product Support – Service Desk Agent to provide L2 application support for a global eQMS environment.Location: Bogotá, Colombia – On-siteEnglish: Solid/AdvancedExperience: 2–5 years in Service Desk / IT Application SupportKey Responsibilities:•Handle L2 incidents, service requests, standard changes and escalations.•Monitor and troubleshoot eQMS application issues.•Support go-lives, hypercare, releases and data migration activities.•Manage tickets using BMC Helix ITSM or similar tools.•Coordinate with development, infrastructure, QA/validation and business teams.•Maintain knowledge articles, troubleshooting guides and support documentation.What we’re looking for:•Strong IT Service Management / ITIL mindset.•Experience with ticketing and incident management.•Knowledge of regulated systems, GAMP5, audit trails and electronic signatures.•Experience with eQMS or Quality Management Systems is highly valued.•Strong analytical an