Testing 1

Company: Jobsity

The IT Analyst supports day-to-day IT operations, ensuring the stability, security, and efficiency of internal systems, user support, and basic infrastructure. This role acts as the first point of contact for technical issues and supports ongoing IT processes across the organization.

a.              Main Duties and Responsibilities: 

·       Handle inbound and outbound calls for multiple client accounts, delivering exceptional customer service.

·       Navigate client CRM systems and accurately input call data.

·       Manage client interactions and resolve inquiries efficiently.

·       Escalate issues according to defined processes.

·       Maintain a pleasant, professional tone and ensure every customer interaction reflects a “white glove” experience.

·       Adhere to schedules, queue management, and attendance requirements.

·       Support accountability and coverage goals for the contact center operation.

b.              Basic qualifications: (education, experience, skills and abilities necessary for the position):

Education:  Technical degree or Bachelor’s in:

·       Systems Engineering

·       Computer Science

·       Information Technology

·       Or related technical field

Experience: 

1.     2–4 years of experience in IT Support / IT Operations / IT Analyst role

2.     Strong experience with:

·       Windows & macOS environments

·       User account management (Active Directory / Google Workspace / Azure AD)

·       Hardware & software troubleshooting

·       Ticketing systems (Zendesk, Freshservice, Jira, ServiceNow, etc.)

Skills and abilities:

1.     Basic networking knowledge:

·       VPNs, DNS, DHCP, TCP/IP

2.     Experience supporting:

·       End users (L1–L2 support)

·       Remote teams

3.     Basic understanding of:

·       Cybersecurity best practices

·       Access management & permissions

4.     Soft skills:

·       Strong problem-solving and analytical mindset

·       Clear and patient communication (technical & non-technical users)

·       High sense of ownership and accountability

·       Organized, process-driven, and detail-oriented

·       Ability to prioritize tickets and manage multiple requests

·       Service-oriented attitude

5.     Language: English: B1 to B2

6.     Certifications:  Relevant certifications are a plus (not mandatory)

7.     Locations for hiring: Colombia & El Salvador.