Application Support Analyst

About the role

We are seeking an Application Support Analyst to provide first and second‑level technical support for applications, systems, and Windows environments on‑site at the client’s office in Colombia. The role combines incident resolution, stakeholder management, and vendor coordination to ensure stable, reliable operation of business‑critical systems.

Key responsibilities

• Respond to support requests via ticketing systems, email, phone, and in‑person, diagnosing and resolving software, system, and configuration issues.
• Collaborate with Development, Infrastructure, Operations and other technical teams to resolve complex incidents and minimize business impact.
• Document incidents, root causes, workarounds and resolutions following established processes.
• Monitor recurring incidents, identify trends and recommend preventive measures.
• Provide daily on‑site support, act as primary point of contact for local IT needs, and coordinate third‑party vendors.

Required profile

• Proven experience in Application Support, Technical Support, IT Operations or Systems Administration.
• Strong analytical, troubleshooting and problem‑solving abilities.
• Excellent communication and relationship‑management skills with stakeholders at all levels.
• High ownership, accountability and ability to work autonomously while collaborating with multicultural teams.

Required skills

• Windows operating systems and Windows system administration concepts.
• Incident management processes and ticketing systems.
• Familiarity with ITIL or Service Management frameworks (nice to have).