Application Support Analyst

GFT Technologies SE; Bogotá ciudad; On-site; COP 66,960,000 - 100,440,000; Full time

Job summary

GFT Technologies SE is seeking an Application Support Analyst to provide on-site operational support in Bogotá, Colombia. You will handle first/second-level support for applications and Windows environments, diagnose issues, and coordinate with global teams to minimize downtime.

You will act as the on-site representative, manage incidents, document root causes, and build strong relationships with client stakeholders and vendors.

Qualifications

• Proven experience in Application Support, Technical Support, IT Operations, or similar roles.
• Strong knowledge of Windows operating systems and Windows administration concepts.
• Experience troubleshooting software applications, production environments, and end-user issues.
• Familiarity with incident management processes and ticketing systems.
• Excellent communication and relationship management skills.
• Availability to work full-time on-site in Bogotá, Colombia.

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.

Skills

Application Support

Technical Support

IT Operations

Systems Administration

Tools

Windows OS

Job description

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.
• Customer Focus
• Ownership & Accountability
• Communication & Relationship Management
• Problem Solving & Critical Thinking
• Autonomy & Initiative
• Adaptability & Continuous Learning
• 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.