IT Support Analyst

About the role

The IT Support Analyst will provide both on‑site and remote technical assistance to Opticall BPO’s internal teams and its U.S. store network. You will troubleshoot hardware and software incidents, manage tickets, and ensure a smooth IT environment for non‑technical users.

Key responsibilities

• Handle Tier 1 and Tier 2 support escalations through the ticketing system.
• Follow up on outstanding requests from U.S. stores and BPO locations in Nicaragua and Colombia, ensuring timely resolution.
• Proactively resolve issues in a help‑desk environment: create, document, track, and close tickets.
• Create user accounts, configure hardware, and install software.
• Provide local on‑site support for hardware and software problems.
• Manage and monitor internal asset inventory to maintain accurate records.

Required profile

• Technologist or bachelor’s degree (or final semesters) in computer systems, telecommunications, electronics or related field.
• 2–4 years of IT support experience, with at least two consecutive years at the same company.
• Strong verbal communication, organizational, detail‑oriented and multitasking abilities.
• Advanced English (minimum B2) for speaking, listening and writing.
• Experience in a retail or call‑center environment is a plus.

Required skills

• FortiGate devices and consoles.
• Azure and Active Directory administration.
• Windows Server and Linux Server management.
• Windows 10 Pro, Windows 11, macOS operating systems.
• Android and iOS mobile device support.
• Google Workspace and Office 365.
• Automation of Windows 10/11 deployments.
• Hostify and Ubiquiti access‑point management.
• ServiceNow or similar ticketing tools.
• ITIL knowledge (preferred).