IT Support Analyst (Bilingual)

Position Objective

Provide technical IT support and assistance to the company's internal users, ensuring the proper operation of computers, systems, applications, networks, and other technological resources. Troubleshoot hardware and software issues, respond to technical requests in a timely manner, and help maintain business continuity by ensuring employees have the tools and resources they need to perform their daily responsibilities.

Key Responsibilities

• Provide first-level technical support to internal users, addressing incidents and requests related to computers, systems, applications, connectivity, and peripherals.
• Perform preventive and corrective maintenance on computers and other IT equipment.
• Install, configure, and update hardware and software, including network cards, memory modules, hard drives, and other components.
• Assist users with the use of Internet tools, software applications, and other technological resources.
• Create and manage domain accounts, email accounts, and system access for new employees.
• Administer and maintain email services and support the proper functioning of the company's technology tools.
• Configure and maintain network equipment, routers, wireless connections, and structured cabling.
• Support the administration of the internal network infrastructure and ensure reliable Internet connectivity.
• Administer and configure Fortinet Firewall, including Internet browsing policies, Remote Desktop Protocol (RDP), and Virtual Private Network (VPN) access.
• Monitor network performance, IT devices, and local connections, ensuring infrastructure security, stability, and availability.
• Configure, maintain, and troubleshoot computers, printers, and other peripherals.
• Coordinate with service providers to request new telephone extensions and ensure proper implementation.
• Obtain quotations for IT equipment and related components to support purchasing processes.
• Collaborate with the Network team and perform other duties assigned by the direct supervisor, according to business needs.

Education and Professional Qualifications

• Bachelor's degree, technical degree, or currently pursuing the final semesters of a degree in Information Systems, Computer Science, IT Engineering, or a related field.
• 1–2 years of relevant experience in IT support, technology infrastructure, network administration, or related areas.
• For students, previous experience in technical support and software development is required.
• Intermediate to Advanced English proficiency (mandatory).
• Certifications or additional training in server administration and network management.
• Knowledge or experience in software development.
• Technical training or courses in network administration.

Preferred Qualifications:

• Cisco, AWS, or Information Security certifications.
• Computer maintenance and repair certification.

Required Technical Knowledge and Experience

• LAN/WAN network administration and configuration.
• Data and voice transmission.
• IT infrastructure management and administration.
• Knowledge of Windows and Linux operating systems.
• Familiarity with storage technologies.
• Configuration and administration of Active Directory, DNS, DHCP, and Terminal Services.
• Knowledge of network equipment, wireless networks, routers, and connectivity solutions.
• Experience with Fortinet Firewall administration, Internet browsing policies, RDP, and VPN.
• Familiarity with IT infrastructure monitoring and operational control tools.
• Knowledge of open-source technologies and software.
• Proficiency in Microsoft Office applications.
• Computer hardware configuration, maintenance, and troubleshooting.

Competencies and Skills

• Strong customer service orientation.
• Excellent planning and organizational skills.
• Proactivity, adaptability, and analytical thinking.
• Problem-solving skills and attention to detail.
• Results-oriented mindset, with a high level of commitment and accountability.
• Teamwork and collaboration.
• Strong verbal and written communication skills.

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