IT Support Analyst

Job title: IT Support Analyst

About the Role IT Support Analyst provides basic and specialized technical support for the business units within GBS Colombia, operating in a reactive, preventive, proactive, and predictive manner. The role contributes to IT department and Operations VP objectives by executing assigned activities and ensuring reliability and availability of technological resources across computing equipment, telephone systems, hardware peripherals, audio/video equipment, network infrastructure, servers, applications and software.

What You'll Do

• Manage information technologies, including platforms, information systems, corporate software, communication infrastructure, data channels, voice channels, and computing equipment, ensuring their availability and support.
• Provide technical support for hardware incidents involving computers, printers, peripherals, conference rooms, mobile devices, and other technology devices.
• Provide technical support for software incidents, including business applications, web applications, client/server applications, application installations, office tools, specialized software, troubleshooting, and other software-related needs.
• Solve recurring problems related to hardware or software incidents.
• Handle all technological requests, coordinating with the teams responsible for each platform and/or technological application.
• Support projects and temporary assignments, interacting with multiple interdisciplinary teams to achieve objectives.
• Coordinate movements, transfers, and/or migrations of computers, phones, technological devices, connectivity accessories, and peripherals.
• Contact appropriate vendors when necessary for maintenance, service, and/or relevant solutions.

What We're Looking For

• Minimum 2 years of experience in technical support.
• Required proficiency in a second language (Spanish/English) preferably at B2 level.
• Experience handling corporate technology.
• Technical, Technologist, or Engineer graduate in Information Technology or related fields.
• General knowledge of information systems, software, and applications.
• General knowledge of computer hardware and operating systems.
• General knowledge of networks and server-provided services.
• Knowledge of VoIP telephony, call recording systems, inbound and outbound operations.
• Excellent motivation, leadership, training, and organizational skills with the ability to prioritize/delegate and handle a variety of tasks and situations continuously.
• Time management skills, multitasking ability, and adaptability to changing priorities.
• Excellent verbal and written communication skills.
• Excellent interpersonal skills and a collaborative management style.

Compensation & Benefits

• We offer an inclusive, positive work environment, and competitive benefits.