Company’s overview:

Opticall BPO was founded in 2016 under one single precept, to become the leading organization in the Business Process Outsourcing Industry. Opticall is rapidly becoming one of the fastest growing BPOs, developing tremendous career opportunities, attractive compensation & benefit packages for our talented members in the countries where it operates.

With over +15 support departments such as Marketing, Accounting & Finance, Human Resources, Call Center, IT, Operations and many more, Opticall BPO offers a rewarding work environment, professional development, job stability, and once in a lifetime journey. We are happy to celebrate our success and include you in it.

I. Summary/Objective:

The IT support analyst will be accountable for troubleshooting incidents regarding to information technology to our BPOs and our USA stores, furthermore, will be able to provide on-site support to hardware and software to solve any issues, and remote support to no-tech savvy users guiding them to solve their technical problems.

II. Responsibilities:

• Handle tier 1 and tier 2 IT support escalations through tickets

• Follow up on outstanding requests from our stores in USA and from our BPOs in Nicaragua and Colombia and ensure timely solution

• Proactively resolving issues in a helpdesk environment (create, document, follow up and solve tickets)

• Create accounts and configure hardware

• Provide local on-site support to solve matters related to software and hardware

• Manage and monitor internal assets to ensure accurate inventory records

III. Education/Experience:

• Technologist or bachelor’s degree or last semesters of engineering on computer system, telecommunications, electronics or related.

• 2 to 4 years’ experience with at least two consecutive years with the same company.

IV. Skills/ Qualifications:

Strong verbal communication skills, organizational skills and detail oriented, multi-tasking skills, high level of interpersonal and customer service skills to handle sensitive and confidential situations and documentation, stress management skills, and time management, creative, open-minded, and critical thinking.

• FortiGate devices and consoles

• Azure and Active Directory maintenance

• Windows and Linux servers

• Windows 10 Pro, Windows 11, and MacOS operating systems

• Android and iOS mobile devices

• Google suite

• Office 365

• Automating windows 10/11 deployments

• Hostify/Ubiquiti access point management

• ServiceNow or ticketing tool knowledge

• Azure or security related certifications are a plus

• ITIL certification is preferred but not required

• Advanced English level - B2 at least (speaking, listening, and writing)

• At least 2 years of experience on IT support

• Retail experience is preferred

• Ethical Conduct

• Knowledge of call/contact center operating environment preferred

• Multitasking and time-management skills, with the ability to execute tasks efficiently

• Hands-on attitude with the desire to improve our work environment

• Customer service attitude

• Organizational skills, detail oriented and sense of urgency is a must

• Demonstrated ability to work independently and under pressure

• Positive attitude, passionate about their work, creative and proactive

• Microsoft Office knowledge preferred

• Schedule Flexibility

• Resourceful and problem-solving skills