{"id":3063635,"url":"https://alion.io/job/cloudstaff-support-desk-engineer","title":"Support Desk Engineer","company":{"id":50080,"name":"Cloudstaff","domain":"cloudstaff.com","url":"https://alion.io/company/cloudstaff","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"staffing","is_intermediary":false,"listed_via":null,"ats_vendor":"Career site","truth_index":{"grade":"B","score":80,"open_postings":123,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":13,"computed_at":"2026-10-23T05:54:15Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Colombia"],"countries":["CO"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"SLI/SLO/SLA","optional":false},{"name":"VPN","optional":false}],"status":"live","first_seen_at":"2026-09-29T16:58:30Z","employer_posted_date":"2026-10-22","last_verified_at":"2026-10-23T17:24:40Z","board_verified":true,"closed_at":null,"days_open":24,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":24},"description":"A Support Desk Engineer is the first line of client technical support and is responsible for providing a high level of customer service. This role receives end-user tickets via phone, desktop application, and email submissions. They assist clients remotely by identifying solutions and troubleshooting system issues. A Support Desk Engineer follows standard procedures for ticket escalation and documentation to ensure timely and effective resolution.\nCLIENT SERVICE EXCELLENCE\nIn all tasks and responsibilities, be a champion and representative of the Five Nines Fundamentals.\nNeed a refresher? Our Five Nines Fundamentals can be found here: Fundamentals.pdf\nCORE RESPONSIBILITIES\n85% - Client Service & Support\nServe as the first point of contact for incidents and service requests\nTroubleshoot IT issues for clients\no Support technical issues related to core business applications and operating systems\no Assist with basic network-level support, including WAN and LAN connectivity\no Provide basic remote access solution implementation and support: VPN, Terminal Services, and Citrix\nProvide the highest level of customer service and satisfaction\nWork through a daily schedule in ConnectWise and maintain ongoing ticket review\no Update tickets regularly and keep the partner informed of progress, impending changes, or agreed outages\no Ensure service goals are met; escalate service or project issues that cannot be completed within agreed service levels, especially aging tickets\nCollaborate with peers on the Primary Team to ensure requests are routed to the proper resource for quick and efficient resolution.\nCommunicate critical updates to Primary Team peers to ensure alignment on key issues.\nNotify Procurement and Quoting Team for non-project related product requests\nCreate, review, and maintain documentation for clients\n10% - Internal Processes, Documentation, Audits and Standards\nResponsible for entering service or project tickets, time, and expenses in ConnectWise as it occurs\nResolve Five Nines’ audit findings or and general support as required\n5% - Internal Meetings and Training\n· Attend internal meetings and trainings as assigned\nKEY PERFORMANCE INDICATORS\n· Ticket Closures: 30-35 closed/week\n· Ticket Management/Hygiene\no Adhere to SLOs\no Follow time tracking SOPs\n· Client Satisfaction\no CSAT and client surveys\n· Documentation Accuracy\nQualifications\nEDUCATION AND EXPERIENCE\nAssociate degree in Information Technology or equivalent work experience\nPrevious customer service experience\nPerks and benefits\nComprehensive Legal Benefits\nAs part of your contract, we ensure all legally mandated benefits are covered-because your well-being is our priority!\nHere's what you can count on:\nHealth Insurance (EPS)\nPensión Coverage\nSeverance Pay (Cesantías)\nFamily Compensation Fund (CCF)\nOccupational Risk Insurance (ARL)\nExclusive Perks That Go Beyond\nWe believe in giving more than just the basics. With us, you’ll enjoy:\nPremium Health Insurance (Prepagada)\nLife Insurance, starting from your 16th day with us.\nFlexible Work Setup options-Hybrid, On-site, or Remote. (This can change according to the role you are applying to)\nAccess to the CloudStaff Dream Points Program.\nExciting Growth Opportunities to fuel your career aspirations.","description_format":"text","description_chars":3259,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"associate","optional":true},"security_clearance":false,"languages":[]},"benefits":["Flexible schedule","Growth opportunities","Health insurance","Life insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-22T07:14:54Z"}],"visa":[],"liveness":{"score":12,"band":"cold","label":"Long shot","p_open":1,"p_active":0.27,"p_room":0.45,"age_days":23,"expected_fill_days":13,"reasons":["conf:2","stale_co","velocity","win:tail","comp:brand"],"computed_at":"2026-10-23T05:54:15Z"},"pay":null,"html_url":"https://alion.io/job/cloudstaff-support-desk-engineer","json_url":"https://alion.io/job/cloudstaff-support-desk-engineer.json","meta":{"generated_at":"2026-10-23T20:38:34Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":2374,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-24T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":50080},"rest":"https://alion.io/mcp/rest/get_company?id=50080"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcloudstaff-support-desk-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcloudstaff-support-desk-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcloudstaff-support-desk-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/cloudstaff-support-desk-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcloudstaff-support-desk-engineer"}]}