IT Support Analyst

• Deliver remote and onsite deskside support for hardware, software, and peripheral issues, including escalations from L1 service desk.
• Execute imaging, reimaging, and configuration of endpoints, including laptops, desktops, and mobile devices.
• Provide support for meeting room equipment, including Microsoft Teams devices and Solstice Pods.

• Own and resolve tickets via ticketing tool, ensuring SLA compliance and accurate ticket documentation.
• Monitor aging tickets and follow up on long-standing incidents and requests.
• Analyze ticket trends and partner with the NAM IT Manager to improve service metrics.

• Maintain and reconcile depot stock, retired device tracking, and disposal logistics.
• Assist with Bitraser administration and ensure compliance with data wipe and licensing policies.
• Oversee local logistics for hardware shipments and returns.

• Support vendor oversight (e.g., Unisys, Orange, Nsight) by providing feedback on ticket handling and service levels.
• Coordinate onboarding/offboarding logistics with local vendors and ensure device readiness.
• Assist with invoice verification and vendor performance tracking.

• Act as eyes and hands for the Server, Network, and Security teams across LAM and NAM.
• Escalate and participate in root cause analysis for regional problem management.

• Develop and maintain localized knowledge base articles to improve self-service and resolution times.
• Assist with IT compliance tasks such as termination audits and quarterly observations.
• Participate in Monthly Business Reviews (MBRs) by collecting and reporting on NAM/LAM performance metrics.

• 3 - 5 years of IT support or service delivery experience in a corporate environment.
• Willing to work 100% in Empresalia offices
• Hands-on experience with Windows 10/11, Office 365, and hardware troubleshooting.
• Strong knowledge of ServiceNow or equivalent ITSM platform.
• Fluent in Spanish and English (written and spoken).
• Ability to work independently and communicate across multicultural, multilingual teams.
• Comfortable working with and guiding third-party vendors and contractors.

• Familiarity with ITOM tools and proactive incident management processes.
• ITIL Foundation certification or similar.
• Background in supporting manufacturing or geographically distributed users.
• Working knowledge of device lifecycle management and asset disposition tools (e.g., Bitraser).

Flowserve