On-Site Support Analyst – IT Operations

About the role

We are looking for an On‑Site Support Analyst to join our fast‑paced IT team in Santiago. You will be responsible for restoring operational continuity of hardware and software resources directly at the user’s location, handling incidents that cannot be solved by the Service Desk.

Key responsibilities

• Review basic services such as email, storage, printing, Citrix, telephony, internet, intranet, Wi‑Fi and video‑conferencing equipment.
• Perform physical inspections of data‑centers, telecom rooms, vendor rooms and UPS rooms.
• Check meeting‑room technology (TVs, PCs, video‑conferencing systems, speakers, cameras) for proper operation.
• Maintain and update inventory of workstations, laptops, peripherals and other IT assets in the CMDB.
• Handle and resolve service‑request or incident cases via the case‑management tool, including escalation and re‑classification.
• Coordinate on‑site support with vendors for warranty administration and maintenance contracts.
• Provide timely technical support to internal users, diagnosing hardware, software and network issues.
• Document troubleshooting steps, applied solutions and create user guides.
• Collaborate with the broader IT team to ensure smooth operations and identify improvement areas.

Required profile

• Ability to work on‑site at user locations and in data‑center environments.
• Strong problem‑solving skills for hardware, software and network incidents.
• Good communication skills to interact with internal users and external vendors.

Required skills

• Citrix
• Wi‑Fi and network connectivity
• Video‑conferencing equipment
• CMDB or configuration‑item database
• Case‑management tool
• Hardware diagnostics (PCs, laptops, printers)
• Operating system troubleshooting (Windows)

What we offer

• Professional growth and personal development opportunities.
• Team‑oriented environment focused on first‑class customer service.
• Exposure to a wide range of IT technologies and on‑site support scenarios.