Service Desk Agent (Medellin)

Company Overview

Holafly is a high-growth scale-up revolutionising how businesses and travellers connect to the internet abroad. Since 2018, we’ve empowered travellers in over 200 destinations worldwide with secure and reliable eSIM solutions. With a team of 500+ professionals across multiple countries, we are scaling globally to support travellers with seamless, unlimited data connectivity.

We’re not just connecting people—we’re enabling freedom and peace of mind, ensuring our users stay connected from the second they land, wherever their journey takes them.

Location: Hybrid (availability to work from our Medellín office when required)

The Role

As our IT Service Desk Agent, you will be the first point of contact for our diverse global stakeholders during the LATAM time zone, transforming technical hurdles into seamless solutions. You are the bridge between complex system issues and our team's daily productivity, ensuring every user enjoys a positive, hassle-free technological experience across all software, business applications, and IT systems.

Key Responsibilities

• Diagnose and resolve technical issues across software, business applications, and operating systems with patience and absolute clarity.

• Manage and prioritize ticket workflows within our support portal, ensuring strict alignment with established Service Level Agreements (SLAs) to minimize business impact.

• Escalate complex technical bottlenecks to high-level support channels while maintaining seamless communication and user visibility.

• Standardize knowledge sharing by documenting troubleshooting procedures and solutions to empower self-service and accelerate future resolutions.

• Drive continuous improvement by identifying recurring incident patterns and proactively proposing automated or preventive solutions.

• Collaborate across teams to translate technical concepts into accessible, clear language for non-technical stakeholders.

• Manage the assignment and return or receipt of company-issued equipment for both new hires and employees who are leaving the company. This task may require in-person presence at the Medellín office.

• Be willing to adjust your schedule on occasion to cover certain time slots in Europe (especially during holidays or when EU team members are scheduled to be away).

Qualifications

• 1–2 years of proven experience in technical support, IT service desk, or customer-facing technology roles.

• Solid technical foundation in ChromeOS, macOS, Linux, iOS, and Android operating systems.

• Bilingual proficiency in both Spanish and English (C1 level minimum) with exceptional written and verbal communication skills.

• Degree in Computer Science, Systems Engineering, or a related technical discipline (or equivalent practical experience).

Key Professional Attributes (Essential for this role):

• Extreme Autonomy & Resourcefulness: A strong self-starter mindset. You don’t wait for solutions to come to you; you actively investigate, leverage documentation, and untangle complex issues independently with minimal supervision.

• Strategic Proactivity & Time-Zone Management: Exceptional ability to prioritize your workload. You must be highly efficient in identifying and resolving blockers during European working hours (where the core team is online) so you can continue operating seamlessly and independently during the rest of your shift.

• Fearless Collaboration & Communication: You are not afraid to reach out to whoever is necessary—regardless of their department or level—to get the answers needed to resolve an incident.

• Radical Work Visibility: A disciplined approach to documenting your progress. You proactively communicate status updates, log your work clearly, and ensure both the European team and your stakeholders always have full visibility of your pipeline.

• High Productivity & Urgency: Strong results-oriented drive. You manage your time sharply, keeping multi-tasking under control while maintaining high-quality support under pressure.

Core Technical Ecosystem (Must-Have)

To succeed in this role, you must have deep hands-on knowledge and administrative familiarity with our core corporate suite:

• Atlassian Suite (Jira Service Management, Jira Cloud, Confluence): This is our main engine for ticketing, project tracking, and documentation. You must know how to navigate, manage, and document within this ecosystem efficiently.

• Google Workspace (GWS): Our absolute "source of truth" and core repository. Knowledge is required to manage user administration, centralize information, and secure our directories.

• Slack: Our primary corporate communication tool. You must know how to use it dynamically to coordinate, collaborate, and resolve issues fast.

Nice to Have

• Official Atlassian Certifications.

• ITIL Foundation Certification or similar IT service management framework credentials.

• Experience in scaling IT support workflows within fast-growing tech environments.