Técnico de Soporte y Operación – Colombia

Aninver Development Partners SL (www.aninver.com) is looking for a Técnico de Soporte y Operación for a ict consultancy assignment financed by UNDP in Colombia.

Aninver Development Partners is preparing a proposal for an upcoming information and communication technology project in Colombia supported by the United Nations Development Programme (UNDP). The initiative focuses on building an integrated digital ecosystem to strengthen disaster risk management, community education, and institutional communication across the country.

We are seeking a qualified Support and Operation Technician (Técnico de Soporte y Operación) to join our team for this assignment. The expert will provide critical technical support and helpdesk services, ensuring the stable and continuous operation of digital platforms throughout the project lifecycle.

Aninver is preparing a proposal for this assignment. The selected expert will be part of the proposed team; the engagement is conditional on the contract being awarded to Aninver. The full Terms of Reference for the position are shared with shortlisted candidates.

Objectives of the assignment

• Provide reliable technical support and user assistance for digital platforms and tools.
• Manage user inquiries, tickets, and multi-channel support requests efficiently.
• Ensure continuous operation and troubleshooting of technological platforms throughout the project lifecycle.
• Contribute to the overall success of the digital ecosystem implemented for disaster risk management and education.

Scope of work

• Provide helpdesk and incident management services through email, telephone, chat, or similar tools.
• Handle user support requests and manage ticketing workflows according to defined service level agreements.
• Assist with technical support for technological platforms and digital tools developed under the project.
• Collaborate with the project team to resolve technical issues and maintain system operability.
• Participate in reporting activities and support operational documentation tasks as required.

Your role as Técnico de Soporte y Operación

• Manage daily user support requests, tickets, and multi-channel inquiries (email, phone, chat).
• Provide first- and second-line technical support for technological platforms.
• Troubleshoot user access, platform functionality, and operational glitches.
• Log, track, and close support tickets while adhering to quality standards.
• Coordinate with other technical specialists to escalate and resolve complex technical incidents.
• Assist in preparing periodic tracking and operation reports regarding support activities.

Requirements

• Education: Título técnico o tecnológico: Sistemas o Soporte Técnico
• Mínimo dos (2) años de experiencia profesional, en total, en soporte técnico de plataformas tecnológicas o en mesa de ayuda (atención de usuarios, gestión de tickets o soporte multicanal por correo, teléfono, chat o herramientas similares)
• Languages: Español

Desirable

• Experience working within international cooperation projects or public sector initiatives in Colombia.
• Familiarity with e-learning platforms or digital education environments.

A detail-oriented technical professional with at least two years of experience in helpdesk operations and multi-channel user support, fluent in Spanish and ready to contribute to impactful ICT initiatives in Colombia.

Assignment details

• Location: Colombia
• Financed by: UNDP
• Sector: Ict
• Estimated duration: 26 months
• Expected input: 50% desde el mes 7 hasta el final del contrato
• Contract: individual consultancy (conditional on award)

About Aninver Development Partners

Aninver is an international development consulting firm headquartered in Spain. It supports governments, development banks, UN agencies and bilateral donors with feasibility studies, technical assistance, evaluations and capacity building across Africa, Latin America, the Caribbean, Europe, the Caucasus, Central Asia and Asia-Pacific, working with a network of international and national experts.

Why apply

• Join a multidisciplinary team on a UNDP-financed project in Colombia.
• Individual consultancy: flexible, output-based engagement with an experienced proposal team.
• Your CV stays in Aninver's expert network for future assignments that match your profile.

How to apply

Sign in (or create a free account) and upload your CV in English. Add your LinkedIn profile, indicative daily rate and availability to speed up the assessment. Aninver will contact the shortlisted candidates.

Frequently asked questions

Is the position confirmed? The engagement depends on the contract being awarded to Aninver. Shortlisted experts are included in the proposal with their consent.

Can I apply if I am not based in the country? Yes, unless the requirements say otherwise; relevant regional experience is an asset.

What happens with my CV? It is used to assess your fit for this and future positions and is not shared with third parties without your consent.