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 idóneo 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.

📌 Application Support Analyst (Bogotá)
🏢 Gft Technologies
📍 Bogotá