IT Support Analyst

About the role

The IT Support Analyst will troubleshoot hardware and software incidents for Opticall BPO’s BPO locations and U.S. stores, providing both on‑site and remote assistance to users of varying technical skill levels.

Key responsibilities

• Handle Tier 1 and Tier 2 support tickets, creating, documenting, and resolving issues in a help‑desk environment.
• Provide on‑site hardware and software support for stores in the USA, Nicaragua, and Colombia.
• Create user accounts, configure devices, and maintain accurate inventory of internal assets.
• Follow up on outstanding requests to ensure timely resolution.

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, multitasking, and customer‑service skills.
• Advanced English (minimum B2) and ability to work independently under pressure.

Required skills

• FortiGate devices and consoles
• Azure and Active Directory administration
• Windows and Linux server management
• Windows 10 Pro, Windows 11, macOS, Android and iOS 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)