IT Support Analyst

Essity; Medellín; On-site; COP 18,000,000 - 30,000,000; Full time

Job summary

Essity is seeking an IT Support Technician to provide frontline IT support for enterprise solutions across assigned areas, following standard Service Management processes. The role involves handling hardware, software, and user environments, with emphasis on incident resolution and user guidance.

You will work with global IT teams, maintain documentation, and contribute to service improvements while ensuring compliance and reliable system performance for business operations in Medellín.

Qualifications

• High school diploma in relevant field.
• Bachelor degree or equivalent in rele vant field is preferred.
• 1 - 3 years of relevant work experience.
• Experience delivering IT Support & Solutions is preferred.

Responsibilities

• Support the deployment, configuration, and maintenance of IT hardware, software and related solutions based on team responsibilities.
• Assist with managing IT environments, infrastructure, systems, or components relevant to the team’s scope, in collaboration with global IT and cross-functional teams.
• Process and take ownership of service tickets, including operational administration of IT assets (hardware and software lifecycle management).
• Provide support for local business applications (where applicable and in alignment with global standards and governance).
• Deliver end-user training and guidance on relevant IT systems, tools, or applications, based on team scope and business needs.
• Contribute to the continuous improvement of IT support services and updates to the knowledge base and support documentation.
• Ensure compliance with internal policies and external audit requirements in all support activities.
• Assist in monitoring and maintaining system or endpoint performance and availability using relevant tools.
• Maintain awareness of how IT solutions support business-critical processes for each assigned location.
• Diagnose and resolve technical incidents efficiently, ensuring minimal impact on business operations.
• Support documentation of technical procedures, resolutions, and system configurations accurately for designated tools.
• Communicate IT-related information clearly, factually, and effectively with users and stakeholders
• Provide extended support In the event of critical outages

Skills

IT Support

Incident management

User guidance

Documentation

Education

High school diploma in relevant field

Bachelor degree or equivalent in rele vant field is preferred

Job description

The IT Support Technician provides IT support for enterprise IT solutions for basic and middle-difficulty service requests in one or more assigned areas, following defined Service Management procedures. This role also assists with services for IT systems—such as user computing environments, collaboration platforms, and business system or device management tools depending on team responsibilities.

What You Will Do

• Support the deployment, configuration, and maintenance of IT hardware, software and related solutions based on team responsibilities.
• Assist with managing IT environments, infrastructure, systems, or components relevant to the team’s scope, in collaboration with global IT and cross-functional teams.
• Process and take ownership of service tickets, including operational administration of IT assets (hardware and software lifecycle management).
• Provide support for local business applications (where applicable and in alignment with global standards and governance).
• Deliver end-user training and guidance on relevant IT systems, tools, or applications, based on team scope and business needs.
• Contribute to the continuous improvement of IT support services and updates to the knowledge base and support documentation.
• Ensure compliance with internal policies and external audit requirements in all support activities.
• Assist in monitoring and maintaining system or endpoint performance and availability using relevant tools.
• Maintain awareness of how IT solutions support business-critical processes for each assigned location.
• Diagnose and resolve technical incidents efficiently, ensuring minimal impact on business operations.
• Support documentation of technical procedures, resolutions, and system configurations accurately for designated tools.
• Communicate IT-related information clearly, factually, and effectively with users and stakeholders
• Provide extended support In the event of critical outages

This role typically reports to an IT Team Leader.

Who You Are

Education:

• High school diploma in relevant field
• Bachelor degree or equivalent in rele vant field is preferred

Work Experience:

• 1 - 3 years of relevant work experience
• Experience delivering IT Support & Solutions is preferred

What We Can Offer You

Our purpose, Breaking Barriers to Well-Being, provides meaning to everything we do. Join us to improve well-being for people and drive positive change for society and the environment. At Essity, you'll feel valued, empowered to grow, and challenged to achieve business results in a collaborative and open atmosphere. Innovate for Good | Excel Together | Be You with Us