Analista de Soporte TI, Nivel I y II

This is a fully remote position, open to applicants in Colombia.

📋 Description

• Provide assistance, diagnose, and resolve technological incidents and user requests.

• Offer first and second-level support for equipment, operating systems, corporate applications, email, connectivity, peripherals, and mobile devices.

• Manage access requests, configuration, and usage of technological resources.

• Keep technical documentation and knowledge base up to date.

• Record symptoms, analysis, actions, solutions, and evidence for each incident.

• Prioritize incidents based on impact, urgency, and service level agreements, ensuring follow-up until resolution or escalation.

• Implement information security policies.

• Perform preventive maintenance and assist with updates, migrations, and technological implementations.

• Identify recurring incidents and propose improvements.

• Diagnose and resolve issues on Apple devices, particularly macOS.

• Install, configure, update, and maintain technological equipment and resources.

⛳️ Requirements

• Hands-on experience in diagnosing and resolving first and second-level incidents.

• Proficiency in Git.

• Knowledge of hardware, corporate applications, connectivity, and productivity tools.

• Experience using ticket management tools and documenting incidents.

• Understanding and adherence to security policies, access procedures, and corporate controls.

• Ability to prioritize requests, manage multiple cases simultaneously, and meet response times.

• Fundamentals of LAN/Wi-Fi networks, TCP/IP, and basic connectivity diagnostics.

• Knowledge and experience in supporting macOS and Apple devices.

• Familiarity with MDM tools for Apple devices.

• Understanding of mobile device management and corporate security policies.

• Experience with directories, identities, permissions, and access management.

• Knowledge of ITIL.

• Experience in preventive maintenance, inventory management, and the technology asset lifecycle.

• Basic knowledge of servers, backups, network diagnostics, or automation.

• Minimum B1 level in English for writing and reading.

• Completed high school or equivalent education.

🏝️ Benefits

• Competitive salary and comprehensive benefits package.

• Opportunities for professional development and career advancement.

• A dynamic and collaborative work environment.

• Access to the latest technology and tools.

• Flexible working hours and remote work options.