As a Field Support Analyst, you will be responsible for providing technical support, registering and prioritizing user requests. You will resolve incidents, diagnose hardware, software, and network issues, and document solutions. Experience with ITSM tools, system installation and configuration, security practices, as well as knowledge of networking, printer troubleshooting, and ITIL fundamentals is required. Knowledge of AI and English is desirable. DESIRABLE COMPETENCIES: Ability to receive, register, classify, and prioritize user requests. Competence to take effective actions in resolving incidents and service requests, as well as addressing general inquiries. Conducts data collection of medium or low complexity under supervision. Writes and documents ideas and solutions clearly and understandably / Incident Classification Familiarity with operating systems Ability to diagnose and resolve hardware issues on workstations and peripheral devices. Experience with ITSM tools for registering and tracking requests. Basic knowledge of networking (TCP/IP, DNS, DHCP, Firewall, Proxy, Gateway) Ability to install, configure, and update applications and systems. Knowledge of security practices, such as antivirus, firewalls, and password management. Skill to resolve issues related to organization-specific software (e.g., office suites, ERP systems). Knowledge of printer troubleshooting Knowledge of AI Basic English proficiency Basic knowledge of ITIL Foundation Ability to translate technical issues into terms understandable to non-technical users. Router and switch configuration, and resolution of connectivity issues. Conducts high-complexity data and information gathering, documenting findings clearly and understandably. Organizes coherent conclusions based on consistent information, developing alternative solutions and scenarios. Develops specific and clear documentation regarding the design of client processes and operations. Possesses knowledge of common process practices, enabling functional discussions with business stakeholders and clear understanding of their requirements. Possesses technical knowledge relevant to their practice, enabling them to lead and guide discussions and recommend and implement appropriate solutions to avoid rework or unintended impacts. Assumes a critical role in executing activities essential to delivering the final outcome, working with focus on meeting deadlines, scope, and established quality standards. Ability to manage and perform software updates, as well as handle approved components, equipment, and services. Knowledge of virtualization tools (Hyper-V, VMware vSphere, etc.). Experience with Active Directory, patch management, and monitoring tools. Minimum Education: Bachelor’s Degree Desired Qualifications:* Information Technology, Technical Course * Information Technology, Bachelor’s Degree Languages:* English (Intermediate) * Sul América Health Insurance (Optional) * Meal/ Food Allowance * Transportation Allowance * Total Pass * Life Insurance – MetLife