IT Support Analyst

About the role

The IT Support Analyst will provide Tier 1 and Tier 2 technical assistance to Opticall BPO’s internal teams and its US retail stores. The role involves both remote troubleshooting for non‑technical users and on‑site hardware and software support across multiple locations.

Key responsibilities

• Handle Tier 1 and Tier 2 IT support escalations via ticketing system.
• Follow up on outstanding requests from US stores and BPO sites in Nicaragua and Colombia, ensuring timely resolution.
• Create user accounts, configure hardware, and maintain accurate asset inventory.
• Provide on‑site assistance for software and hardware issues.
• Document, track and close tickets in a help‑desk environment.

Required profile

• Bachelor’s degree or technologist qualification in Computer Systems, Telecommunications, Electronics or related field (or final engineering semesters).
• 2–4 years of IT support experience, with at least two consecutive years at the same company.
• Advanced English (minimum B2) and strong communication and customer‑service skills.
• Ability to work in a fast‑paced BPO and retail environment.

Required skills

• FortiGate devices and consoles
• Azure and Active Directory maintenance
• Windows and Linux server administration
• 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/Ubiquiti access point management
• ServiceNow or similar ticketing tools
• ITIL knowledge (preferred)
• Azure or security‑related certifications (plus)