Job Summary:

The Technical Support Analyst plays a vital role in providing frontline IT operational and business support across the Latin America (LAM) region. This role will assist the North America (NAM) IT Manager in improving regional IT service performance, coordinating vendors, resolving tickets, managing assets, and ensuring user satisfaction. The ideal candidate will have practical technical troubleshooting skills, strong communication abilities in both English and Spanish, and a proactive attitude for ongoing improvement.

Key Responsibilities:

Deskside & Technical Support

Deliver remote and onsite deskside support for hardware, software, and peripheral issues, including escalations from L1 service desk.Execute imaging, reimaging, and configuration of endpoints, including laptops, desktops, and mobile devices.Provide support for meeting room equipment, including Microsoft Teams devices and Solstice Pods.

Ticket & SLA Management

Own and resolve tickets via ticketing tool, ensuring SLA compliance and accurate ticket documentation.Monitor aging tickets and follow up on long-standing incidents and requests.Analyze ticket trends and partner with the NAM IT Manager to improve service metrics.

Asset & Inventory Coordination

Maintain and reconcile depot stock, retired device tracking, and disposal logistics.Assist with Bitraser administration and ensure compliance with data wipe and licensing policies.Oversee local logistics for hardware shipments and returns.

Vendor & Operations Support

Support vendor oversight (e.g., Unisys, Orange, Nsight) by providing feedback on ticket handling and service levels.Coordinate onboarding/offboarding logistics with local vendors and ensure device readiness.Assist with invoice verification and vendor performance tracking.

Monitoring & Incident Management

Act as eyes and hands for the Server, Network, and Security teams across LAM and NAM.Escalate and participate in root cause analysis for regional problem management.

Documentation & Process

Develop and maintain localized knowledge base articles to improve self-service and resolution times.Assist with IT compliance tasks such as termination audits and quarterly observations.Participate in Monthly Business Reviews (MBRs) by collecting and reporting on NAM/LAM performance metrics.

Other duties as assigned

Required Qualifications:

3 - 5 years of IT support or service delivery experience in a corporate environment.Willing to work 100% in Empresalia officesHands-on experience with Windows 10/11, Office 365, and hardware troubleshooting.Strong knowledge of ServiceNow or equivalent ITSM platform.Fluent in Spanish and English (written and spoken).Ability to work independently and communicate across multicultural, multilingual teams.Comfortable working with and guiding third-party vendors and contractors.

Preferred Qualifications:

Familiarity with ITOM tools and proactive incident management processes.ITIL Foundation certification or similar.Background in supporting manufacturing or geographically distributed users.Working knowledge of device lifecycle management and asset disposition tools (e.g., Bitraser).