Onsite Support Analyst

TL;DR

Onsite Support Analyst: Providing technical assistance and resolving incidents for internal users, managing hardware and software issues, and supporting operational continuity. Focus on face-to-face support, timely resolution within SLAs, and maintaining efficient user-focused support environments.

Location: Medellin, Colombia. This is an onsite role.

Company

hirify.global and Crayon have partnered to form a global, AI-powered software and cloud solutions provider with a presence in over 70 countries and a team of 13,000+ professionals.

What you will do

• Provide onsite technical support for hardware, software, and corporate applications.
• Install, configure, and prepare devices for new users (IMAC activities).
• Troubleshoot incidents and service requests, ensuring timely resolution within SLAs.
• Support Microsoft 365, Windows environments, and basic network connectivity troubleshooting.
• Manage IT equipment delivery, collection, and inventory updates.
• Document actions, solutions, and user confirmations in the ITSM tool.

Requirements

• Professional or student in Systems, IT, Computer Science, or related fields.
• Initial experience or academic practice in technical support.
• Knowledge of hardware configuration, Windows environments, Microsoft 365, and basic networking.
• Familiarity with ITSM tools and SLA-driven service delivery.
• Strong problem-solving skills, communication abilities, and customer orientation.
• English: B2 required.

Culture & Benefits

• Comprehensive health and well-being programs.
• Continuous learning and career development.
• Performance-based incentives.
• Flexible and hybrid work models.