IT Support Engineer I

IT Support Engineer I

Location: El Salvador Job Type: Full-Time Company: Ria

Position Overview

Ria is seeking an experienced IT Support Engineer to join our IT Support organization in El Salvador. This role will provide onsite technical support to Ria employees and business operations, ensuring reliable day-to-day technology services and user experience.

The IT Support Engineer will serve as a key onsite technical resource, working closely with local business leadership, IT Support supervisors, and regional/global IT teams to resolve incidents, support technology deployments, and maintain business continuity.

Key Responsibilities

• Technical Support: Provide onsite and remote first-level technical support for hardware, software, operating systems, peripherals, and basic network-related issues. Diagnose and resolve incidents efficiently while minimizing business disruption.
• Onsite Operations: Serve as the primary onsite IT Support presence for the El Salvador location. Ensure employees have reliable access to technology and provide hands-on support for issues that require physical intervention.
• Business Continuity: Maintain strong onsite support coverage to reduce operational risk and minimize downtime. Respond quickly to business-critical incidents and coordinate with regional and global IT teams when escalation is required.
• Incident & Request Management: Use Jira as the primary IT Support ticketing platform to accurately document, prioritize, track, and resolve incidents and service requests. Maintain ownership of assigned tickets through resolution and ensure timely follow-up.
• User Support & Access: Support user onboarding, offboarding, workstation provisioning, account configuration, permissions, and other technology-related employee lifecycle activities in coordination with appropriate IT teams.
• Endpoint Management: Assist with endpoint deployments, software installations, patching, troubleshooting, hardware replacement, and other device-management activities in accordance with Ria IT standards.
• Infrastructure Collaboration: Work closely with Network, Security, Infrastructure, and other IT teams to troubleshoot complex issues, support technology projects, and deploy new solutions within the El Salvador environment.
• Asset Management: Maintain accurate IT asset records and support inventory management, equipment assignments, replacements, and technology lifecycle activities.
• Documentation: Create and maintain technical documentation, troubleshooting procedures, knowledge articles, and site-specific IT information to improve support consistency and operational efficiency.
• Communication: Maintain clear communication with users, local leadership, IT Support management, and regional/global IT teams regarding incidents, projects, outages, and technology initiatives.
• User Experience & Training: Educate employees on IT best practices, approved technologies, security requirements, and self-service capabilities to improve user adoption and reduce recurring support issues.

Qualifications

• Experience: Minimum of 2–3 years of experience in IT Support, Help Desk, Desktop Support, or a similar technical support role. Experience supporting a corporate environment and onsite users is preferred.

• Technical Skills: Strong knowledge of Windows, Microsoft 365, hardware troubleshooting, endpoint support, basic networking, VPN technologies, Active Directory/identity management, and enterprise ticketing systems. Experience with Jira and Microsoft Intune is preferred.

• Problem-Solving: Strong analytical and troubleshooting skills with the ability to diagnose issues, determine root causes, and escalate appropriately when required.

• Customer Service: Demonstrated ability to provide professional, high-quality technical support while managing user expectations and maintaining a strong customer-focused approach.

• Communication: Strong verbal and written communication skills with the ability to clearly explain technical concepts to both technical and non-technical audiences.

• Collaboration: Ability to work independently onsite while collaborating effectively with geographically distributed IT teams.

• Education: Degree, technical certification, or equivalent experience in Information Technology, Computer Science, or a related field is preferred. Relevant certifications such as CompTIA A+, Microsoft certifications, or ITIL are a plus.

• Working Conditions

• Location: Onsite in El Salvador, supporting Ria employees and business operations.

• Schedule: Standard business hours, with occasional overtime or schedule flexibility required to support business-critical activities, technology deployments, building transitions, or major incidents.

• Reporting: Reports to the Ria IT Support management structure and works closely with regional and global IT teams.

• Onsite Requirement: This position is expected to maintain a consistent onsite presence to provide hands-on technical support, support business continuity, and ensure adequate IT coverage for the El Salvador facility.