IT Support Analyst Level 1, Full-time

Description

Job Summary: We are seeking an IT Support Analyst Level 1 for an autonomous operations model, providing technical support, resolving incidents, and collaborating on continuous improvement of automated processes. Key Highlights: 1. Participation in technological transformation with AI and automation. 2. A role combining traditional support with automation initiatives. 3. Collaboration in training and improving AI models for support. We seek an IT Support Analyst Level 1 to join an innovative autonomous operations model powered by artificial intelligence. Your primary mission will be to provide technical support to end users, resolve incidents escalated by AI, collaborate on continuous improvement of automated processes, and ensure operational service continuity. This role combines traditional support with active participation in automation initiatives, knowledge management, and optimization of the user experience. **Project** * Opportunity to participate in a technology transformation based on automation and artificial intelligence. Apply exclusively at getonbrd.com. ### **Key Responsibilities** **Operational Support** * Handle and resolve Level 1 incidents escalated by automation and artificial intelligence platforms. * Manage end-user requests and inquiries in corporate environments. * Execute corrective actions on Active Directory, Azure AD, Google Admin, SAP, and ServiceNow. * Log, categorize, and track tickets following ITIL best practices. * Escalate incidents to Levels 2 and 3 as appropriate. * Ensure compliance with SLAs and service standards. **Automation and Continuous Improvement** * Identify root causes of recurring incidents. * Collaborate in training and improving AI models oriented toward support. * Maintain an up-to-date Knowledge Base. * Support self-service initiatives and adoption of automated channels. * Document procedures and solutions to strengthen automated incident resolution. **Reporting and Management** * Prepare operational reports, metrics, and performance dashboards. * Track KPIs such as First Contact Resolution (FCR), Customer Satisfaction (CSAT), SLA compliance, and ticket deflection. * Participate in operational review and continuous improvement meetings. * Generate technical and operational service documentation. ### **Experience** * Minimum 2 years of experience in Level 1 technical support, Service Desk, or Help Desk. * Experience using ITSM platforms such as ServiceNow, Jira, Remedy, or similar. * Experience providing end-user support in corporate environments. **Technical Skills** * ServiceNow (ticket management, workflows, and knowledge base). * Active Directory, Azure AD, and Google Admin. * SAP (EWM, ECC, or BW) at a basic support level. * Microsoft Teams, Google Workspace, and collaboration tools. * Access management, MFA, and basic IT security controls. * Advanced Excel and operational reporting. * Windows 10/11, macOS, and basic network support. * Basic knowledge of APIs, automation, RPA, or bots (desirable). ### **Technical Skills** * Experience in environments with automation, bots, or AI tools (desirable). * Basic knowledge of APIs, automation, RPA, or bots (desirable). GETONBRD Job ID: 61916