Analista Nocturno de Soporte Técnico Avanzado

About the role

The Night Shift Advanced Technical Support Analyst provides specialized technical assistance to clients, focusing on diagnosing and resolving incidents related to IT infrastructure and cybersecurity. This role acts as the first line of response, monitoring alerts, delivering initial solutions, and escalating critical issues to maintain operational continuity and protect information.

Key responsibilities

• Monitor and analyze alerts from monitoring platforms, providing first‑level troubleshooting.
• Diagnose and resolve incidents involving firewalls, XDR, EDR, SIEM, VPN, and endpoint devices.
• Support network and communication issues (TCP/IP, DNS, DHCP, VLAN, Wi‑Fi).
• Perform log analysis and identify Indicators of Compromise (IoC).
• Handle ticket creation, documentation, and follow‑up according to SLA.
• Provide remote assistance and guide customers through technical procedures.
• Escalate critical incidents promptly to senior teams.

Required profile

• Proven experience in technical support and incident handling.
• Knowledge of cybersecurity incident management and related tools.
• Solid understanding of networking concepts and hardware.
• Familiarity with Windows, Linux, and macOS operating systems.
• Ability to work night‑shift hours and maintain availability.

Required skills

• Firewalls
• XDR (Extended Detection and Response)
• EDR (Endpoint Detection and Response)
• SIEM (Security Information and Event Management)
• VPN technologies
• Endpoint security solutions
• TCP/IP, DNS, DHCP, VLAN, Wi‑Fi
• Windows, Linux, macOS
• Log analysis and IoC identification
• Network troubleshooting (routers, switches, access points)
• Ticket management systems
• Remote support tools

What we offer

• Competitive salary
• Benefits beyond statutory requirements
• Continuous training and growth opportunities within the company