- Location
- Medellín (Cortezza), Colombia
- Workplace
- Hybrid
- Type
- Full-time
- Department
- Customer Service
- Education
- Bachelor
- Closing date
- Today
- Source
- Workday
Description
IT Support Analyst
About the Role
The IT Support Technician provides IT support for enterprise IT solutions for basic and middle-difficulty service requests in one or more assigned areas, following defined Service Management procedures. This role also assists with services for IT systems—such as user computing environments, collaboration platforms, and business system or device management tools depending on team responsibilities.
What You Will Do
Support the deployment, configuration, and maintenance of IT hardware, software and related solutions based on team responsibilities.
Assist with managing IT environments, infrastructure, systems, or components relevant to the team’s scope, in collaboration with global IT and cross-functional teams.
Process and take ownership of service tickets, including operational administration of IT assets (hardware and software lifecycle management).
Provide support for local business applications (where applicable and in alignment with global standards and governance).
Deliver end-user training and guidance on relevant IT systems, tools, or applications, based on team scope and business needs.
Contribute to the continuous improvement of IT support services and updates to the knowledge base and support documentation.
Ensure compliance with internal policies and external audit requirements in all support activities.
Assist in monitoring and maintaining system or endpoint performance and availability using relevant tools.
Maintain awareness of how IT solutions support business-critical processes for each assigned location.
Diagnose and resolve technical incidents efficiently, ensuring minimal impact on business operations.
Support documentation of technical procedures, resolutions, and system configurations accurately for designated tools.
Communicate IT-related information clearly, factually, and effectively with users and stakeholders
Provide extended support In the event of critical outages
This role typically reports to an IT Team Leader.
Who You Are
Education:
High school diploma in relevant field
Bachelor degree or equivalent in relevant field is preferred
Work Experience:
1-3 years of relevant work experience
Experience delivering IT Support & Solutions is preferred
What We Can Offer You
Our purpose, Breaking Barriers to Well-Being, provides meaning to everything we do. Join us to improve well-being for people and drive positive change for society and the environment. At Essity, you'll feel valued, empowered to grow, and challenged to achieve business results in a collaborative and open atmosphere. Innovate for Good | Excel Together | Be You with Us
Medellín, Cortezza