IT/OT Terminal Support Analyst

About the role

The IT/OT Terminal Support Analyst ensures uninterrupted terminal operations by providing day‑to‑day support for both Information Technology and Operational Technology environments. Working within the IT function, you will collaborate with local and regional teams, business users, and external vendors to resolve incidents, maintain equipment, and drive continuous operational excellence.

Key responsibilities

• Provide end‑user support for hardware, software, access management, cabling, and peripheral issues across the terminal.
• Support and maintain OT systems such as CCTV, OCR, gate kiosks, access control, radios, reefer monitoring, and Vehicle‑Mounted Terminals.
• Configure, deploy, troubleshoot, and maintain IT assets including desktops, laptops, tablets, mobile devices, printers, and structured cabling.
• Manage incidents, service requests, and changes through ServiceNow while meeting defined service levels.
• Perform preventive maintenance and troubleshoot network connectivity, fiber, and cabling issues.
• Coordinate and supervise external vendors for installation, maintenance, and repair activities on‑site.
• Contribute to cybersecurity, documentation, asset management, and continuous‑improvement initiatives.

Required profile

• Bachelor’s degree in Computer Science, IT, Telematics or related field, or equivalent experience.
• 3–5 years of hands‑on experience supporting IT infrastructure and end‑user technologies in a medium‑to‑large operational environment.
• Experience with operational/industrial technologies such as CCTV, access control, VMT, OCR, radios, or similar field‑based systems.
• Strong troubleshooting skills across Windows environments, networking fundamentals, structured cabling, and endpoint devices.
• Familiarity with ITSM/ITIL processes and tools.
• Effective communication in Spanish and English, able to work independently in an industrial setting.

Required skills

• Windows operating systems
• Networking fundamentals
• Structured cabling
• Endpoint devices (desktops, laptops, tablets, printers)
• ServiceNow
• ITSM/ITIL processes
• CCTV systems
• OCR solutions
• Access control systems
• Vehicle‑Mounted Terminals (VMT)
• Reefer monitoring solutions
• Fiber optics troubleshooting

What we offer

• Opportunity to support business‑critical technology that powers global trade.
• Exposure to both IT and OT environments within a world‑class terminal operation.
• Collaborative environment focused on safety, operational excellence, and continuous improvement.
• Opportunities to work closely with regional technology teams, operational stakeholders, and industry‑leading vendors.