L1 Help Desk Support Engineer

About the role

We are looking for a proactive L1 Help Desk Support Engineer to join Aditi Consulting LATAM’s fast‑growing SaaS team. In this role you will be the first point of contact for users of a complex platform that combines inventory, accounting and e‑commerce functions, ensuring smooth operation and high‑quality service.

Key responsibilities

• Manage and resolve help‑desk tickets in accordance with SLA commitments.
• Troubleshoot technical issues using defined procedures and document solutions.
• Escalate complex problems to Level 2 support with complete documentation.
• Perform root‑cause analysis for recurring incidents and update SOPs.
• Track all ticket activity, produce regular performance reports and collaborate with internal IT teams.

Required profile

• Minimum 2 years experience in technical support or help‑desk environments.
• Hands‑on experience with ticketing systems, preferably Zendesk.
• Strong problem‑solving abilities and experience managing tickets from creation to resolution.
• Excellent written and spoken English and strong customer‑service orientation.
• Experience with ERP or SaaS platforms and familiarity with inventory, accounting or e‑commerce tools is a plus.

Required skills

• Zendesk ticketing system.
• SaaS and ERP platform support.
• Technical troubleshooting and issue resolution.
• Ticket management and root‑cause analysis.