IT Support Engineer I

About the role

Ria is looking for an experienced IT Support Engineer to join its IT Support organization in El Salvador. The role provides onsite technical support to Ria employees and business operations, ensuring reliable day-to-day technology services and user experience. It is a full-time position based onsite in El Salvador, reporting to the IT Support management structure and working closely with regional and global IT teams.

Key responsibilities

• Provide onsite and remote first-level support for hardware, software, operating systems, peripherals and basic network issues, diagnosing and resolving incidents efficiently.
• Serve as the primary onsite IT presence, keeping employees reliably connected and handling issues requiring physical intervention.
• Maintain strong onsite coverage to reduce operational risk and respond quickly to business-critical incidents, escalating when needed.
• Use Jira as the main ticketing tool to document, prioritize, track and resolve incidents and service requests.
• Support user onboarding, offboarding, workstation provisioning, account configuration and permissions.
• Assist with endpoint deployments, software installation, patching, troubleshooting and hardware replacement.
• Work with Network, Security, Infrastructure and other IT teams on complex issues and new solutions.
• Maintain IT asset records and support inventory, equipment assignment and replacement.
• Create technical documentation, troubleshooting procedures and knowledge articles.
• Educate employees on IT best practices, approved technologies, security requirements and self-service options.

Required profile

• Minimum 2-3 years of experience in IT Support, Help Desk, Desktop Support or a similar role; corporate and onsite experience preferred.
• Degree, technical certification or equivalent experience in IT, Computer Science or a related field preferred.
• Relevant certifications such as CompTIA A+, Microsoft certifications or ITIL are a plus.
• Strong analytical, problem-solving and customer service skills, and the ability to explain technical concepts to non-technical people.
• Ability to work independently onsite while collaborating with geographically distributed teams.

Required skills

• Windows, Microsoft 365, basic networking, VPN and Active Directory/identity management.
• Hardware troubleshooting and endpoint support.
• Jira and Microsoft Intune preferred.