Job Description: Education: * Bachelor's degree in Information Technology, Information Systems, Computer Science, or related fields (completed or in progress). Experience: * Prior experience as a Technical Support Analyst, preferably at the Senior level. * Experience providing on-site and remote support (Field Service and Service Desk). * Experience analyzing and resolving medium- and high-complexity incidents. Technical Skills: * Proficiency in hardware, equipment assembly, and maintenance. * Advanced knowledge of Windows operating systems (7, 10, 11) and Windows Server; macOS is a plus. * Networking knowledge: TCP/IP, DHCP, DNS, VLAN, VPN, structured cabling, and troubleshooting. * Experience with ticketing tools (ITSM) and ITIL methodologies. * Ability to install, configure, and update operating systems, corporate software, and security tools. * Familiarity with service and equipment monitoring. * Knowledge of root cause analysis (RCA) and analysis of recurring incidents. * Basic knowledge or experience with Active Directory (AD) — account creation and management, Group Policy Objects (GPO), permissions. Preferred but not mandatory: familiarity with asset management tools, backup solutions, corporate antivirus, and infrastructure solutions (firewalls, switches, etc.). Behavioral Competencies: * Proactivity and decision-making ability. * Strong oral and written communication skills for interacting with end users and technical teams. * Organization, attention to detail, and autonomy. * Ability to work under pressure and prioritize tasks. * Collaborative mindset and problem-solving focus. * Provide and resolve technical support tickets (on-site and remote), ensuring complete and accurate logging of incidents in the ticketing system. * Perform advanced diagnostics and resolve issues related to hardware, software, networks, operating systems, and peripherals. * Carry out installation, configuration, and updates of operating systems, corporate applications, devices, and security tools. * Monitor, perform preventive and corrective maintenance on equipment and services, and propose improvements when necessary. * Analyze recurring incidents, identify root causes, and recommend preventive actions. * Escalate critical incidents to higher support levels, maintain active follow-up until resolution, and ensure clear communication with all involved areas. * Prepare technical reports, document procedures, and contribute to the growth of the team’s knowledge base. * Support infrastructure projects and continuous improvement initiatives within IT environments. 251213020220603641