Level 1 Network and Technical Support Analyst

Description

Position Summary: We are seeking a Level 1 Network and Technical Support Analyst with a customer-oriented mindset to provide technical support and ensure the proper functioning of infrastructure. Key Highlights: 1. First-level technical support for internal and external users. 2. Diagnosis and resolution of hardware, software, and connectivity incidents. 3. Monitoring of basic technological infrastructure. **Job Objective** We seek a Level 1 Network and Technical Support Analyst with a service-oriented attitude, customer focus, and the ability to deliver first-level technical support to internal and external users. The role entails handling incidents and requests related to hardware, software, networks, and connectivity, ensuring timely and high-quality support. **Requirements** * Technician, technologist, or final-semester student in Systems, Networks, Telecommunications, Computer Science, or related fields. * Minimum of **1 year** of experience in technical support and help desk operations. * Knowledge of: * Windows 10 and 11 operating systems\. * Basic virtualization (VMware or Hyper\-V) * Microsoft 365 (Outlook, Teams, OneDrive, Office). * Installation and configuration of computing equipment. * Fortinet, Mikrotik, Cisco, or Ubiquiti devices * Hardware and software troubleshooting. * LAN, WAN, and WiFi networks; IP addressing; DNS and DHCP. * Basic configuration of switches, routers, and access points. * Remote access tools. * Ticket and incident management. * Infrastructure monitoring experience. * Driver's license (desirable). * Availability to conduct on-site client visits when required. * Basic knowledge of Active Directory and user administration is desirable. **Main Responsibilities** * Provide on-site and remote technical support to users. * Diagnose and resolve hardware, software, and connectivity incidents. * Install, configure, and update computing equipment, printers, and peripherals. * Escalate incidents requiring second-level support. * Document all activities in the help desk tool. * Configure user accounts, permissions, and access rights. * Assist with preventive and corrective maintenance of technological equipment. * Monitor the proper operation of basic technological infrastructure. * Ensure compliance with Service Level Agreements (SLAs). **Competencies** * Excellent customer service. * Assertive communication. * Teamwork. * Analytical and problem-solving skills. * Organization and time management. * Responsibility and commitment. **Conditions** * Position: Level 1 Network and Technical Support Analyst\. * Work Mode: On-site. * Contract Type: Indefinite-term. * Salary: $ 2\.100\.000 \+ $ 150\.000 mobility allowance. * City: Bogotá. Workplace: On-site employment