Application Support Analyst

Application Support Analyst (On-Site)

What are we looking for?

We are looking for an Application Support Analyst with strong technical troubleshooting capabilities, excellent communication skills, and a customer-oriented mindset to provide application, infrastructure, and on-site operational support. This role combines technical support, incident resolution, stakeholder management, and vendor coordination to ensure the stability, reliability, and continuous operation of business-critical systems.

The ideal candidate combines hands-on technical expertise with strong interpersonal and relationship-building skills. This individual is highly proactive, accountable, and capable of operating autonomously while serving as a trusted on-site representative for both GFT and the client. Beyond technical support, the role requires ownership, coordination, and a strong service mindset to ensure a seamless operational experience and a productive working environment.

Responsibilities

• Provide first and second-level technical support for applications, systems, and Windows environments.
• Respond to support requests through ticketing systems, email, phone, and in-person interactions, ensuring timely resolution of incidents.
• Diagnose, troubleshoot, and resolve software, system, configuration, and operational issues.
• Document incidents, root causes, troubleshooting activities, workarounds, and resolutions according to established support processes.
• Collaborate with Development, Infrastructure, Operations, and other technical teams to resolve complex issues and minimize business impact.
• Communicate technical information effectively to both technical and non-technical stakeholders.
• Monitor recurring incidents, identify trends, and recommend preventive measures and continuous improvement initiatives.
• Provide daily on-site support at the client's office in Colombia, acting as the primary point of contact for local IT and operational needs.
• Coordinate and supervise third-party vendors during on-site activities, ensuring compliance with client standards, procedures, and service expectations.
• Support the day-to-day operation and organization of the client's office, helping maintain a functional, productive, and technology-enabled workplace.
• Build and maintain strong working relationships with client stakeholders, vendors, and internal teams.
• Demonstrate ownership of incidents, requests, and operational activities, ensuring appropriate follow-up and resolution.
• Act as a professional representative of GFT on-site, maintaining a high level of professionalism and customer service.
• Stay current with product updates, emerging technologies, and industry best practices to continuously improve service quality.

Requirements

• Proven experience in Application Support, Technical Support, IT Operations, Systems Administration , or similar roles.
• Strong knowledge of Windows operating systems and Windows system administration concepts.
• Experience troubleshooting software applications, production environments, system configurations, and end-user issues.
• Familiarity with incident management processes, ticketing systems, and IT support best practices.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent communication, interpersonal, and relationship management skills.
• Strong customer service orientation and ability to interact effectively with stakeholders at different organizational levels.
• High level of ownership, accountability, and autonomy in managing responsibilities and driving issues to resolution.
• Ability to work independently while collaborating effectively with cross-functional and multicultural teams.
• Professional presence and the ability to appropriately represent both GFT and the client in an on-site environment.
• Proactive, trustworthy, and self-driven mindset with the ability to manage responsibilities beyond traditional technical support activities.
• Advanced English communication skills (written and spoken).
• Availability to work full-time on-site at the client's office in Colombia.

Nice to Have

• Previous experience in Systems Administration roles.
• Experience working in corporate environments, BPOs, call centers, or high-volume operational environments .
• Experience supporting enterprise applications in production environments.
• Knowledge of ITIL , Service Management, or related operational frameworks.
• Experience coordinating third-party vendors and external service providers.
• Exposure to monitoring, alerting, and operational support tools.
• Experience in client-facing roles requiring on-site coordination, relationship management, and operational oversight.

Key Competencies

• Customer Focus
• Ownership & Accountability
• Communication & Relationship Management
• Problem Solving & Critical Thinking
• Autonomy & Initiative
• Adaptability & Continuous Learning
• Collaboration & Teamwork
• Attention to Detail
• Operational Excellence
• Professionalism

Why Join Us?

This role offers the opportunity to be at the center of client operations, combining technical support, stakeholder engagement, and operational coordination in a highly visible and impactful position. You will play a key role in maintaining business-critical systems, supporting enterprise applications, fostering strong client relationships, and ensuring exceptional service delivery while representing GFT on-site.