IT Support Engineer I

About the role

Ria is seeking 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 a positive user experience.

Key responsibilities

• Provide first‑level onsite and remote support for hardware, software, operating systems, peripherals and basic network issues.
• Serve as the primary onsite IT presence, ensuring employees have reliable access to technology and handling issues that require physical intervention.
• Maintain strong onsite support coverage to reduce operational risk, respond quickly to business‑critical incidents and coordinate escalations with regional and global IT teams.
• Use Jira to document, prioritize, track and resolve incidents and service requests, maintaining ownership through resolution.
• Support user onboarding and offboarding, workstation provisioning, account configuration and permissions in coordination with IT teams.
• Assist with endpoint deployments, software installations, patching, hardware replacement and other device‑management activities following Ria IT standards.

Required profile

• Minimum 2–3 years of experience in IT Support, Help Desk or Desktop Support, preferably in a corporate environment.
• Strong analytical and troubleshooting abilities with a customer‑focused approach.
• Effective verbal and written communication skills, able to explain technical concepts to both technical and non‑technical audiences.

Required skills

• Windows operating systems and Microsoft 365.
• Hardware troubleshooting and endpoint support.
• Basic networking and VPN technologies.
• Active Directory/identity management.
• Jira ticketing system.
• Microsoft Intune (preferred).