Analista Senior de Soporte Técnico

About the role

The Senior Technical Support Analyst provides advanced Tier 2 and Tier 3 support for end‑user hardware, software, mobile devices, printers, conference‑room and warehouse technology, as well as enterprise applications. Working both onsite and remotely, the analyst resolves complex incidents, performs root‑cause analysis, and coordinates with internal and external teams to ensure service continuity.

Key responsibilities

• Deliver advanced technical support for hardware, software, mobile devices, printers, and specialized technology in conference rooms and warehouses.
• Diagnose and resolve complex incidents, perform root‑cause analysis, and escalate critical issues to specialized infrastructure, network, security, or application teams.
• Install, configure, upgrade, and maintain laptops, desktops, peripherals, operating systems, approved software, collaboration tools, and virtual desktop environments.
• Support site technology operations, including network connectivity, wireless access, servers, shared devices, and business‑continuity activities.
• Own assigned incidents from start to finish, provide status updates, document troubleshooting actions, and meet service‑level expectations.
• Coordinate with internal IT teams, business partners, vendors, and external service providers for restoration, solution implementation, and technology deployments.
• Maintain accurate hardware and software asset records, manage inventory, device lifecycle, secure disposal, and license compliance.
• Create and maintain technical documentation, SOPs, knowledge articles, and user guides.
• Provide technical guidance, training, and knowledge transfer to end users and junior support staff.

Required profile

• Several years of experience delivering Tier 2/3 technical support in a corporate environment.
• Strong analytical and problem‑solving abilities with a focus on root‑cause analysis.
• Excellent communication skills for interacting with end users and coordinating with multiple teams.
• Ability to manage incidents end‑to‑end, document actions clearly, and meet service‑level targets.
• Proactive attitude toward knowledge sharing, training, and continuous improvement.

Required skills

• Hardware troubleshooting
• Software troubleshooting
• Mobile device support
• Printer support
• Conference‑room technology
• Warehouse technology
• Enterprise application support
• Network connectivity
• Wireless access
• Server support
• Virtual desktop environments
• Collaboration tools
• Asset management
• License compliance