SONDA

Support Engineer

• Provide technical support to users (hardware, software, networks, and systems).
• Install, configure, and update computers, operating systems, and applications.
• Monitor and maintain IT infrastructure (servers, networks, backups, security).
• Diagnose and resolve incidents and technical problems.
• Manage access, permissions, and information security policies.
• Track support tickets and ensure SLA compliance.
• Support system deployment projects and technology improvement initiatives.
• Prepare technical documentation and service reports.

Level 2 Support Technician

• Support the creation and updating of management reports, KPIs and dashboards using Excel
• Organize documentation related to assets and internal processes
• Work in accordance with ITIL best practices for configuration and asset management (ITAM/CMDB)
• Provide administrative support for department routines using Microsoft Office tools
• Contribute to the standardization of procedures and the continuous improvement of asset control processes

Support Technician – Asset Management

Implementation Specialist

• Apoyar el proyecto de Gestión documental para generar iniciativas de automatización basados en IA
• Participar en las actividades de migración que implique analítica de datos No estructurados.
• Generar modelos predictivos para procesamiento de información del cliente basados en los datos del repositorio de Hyland
• Asesorar al proyecto y al cliente en el uso de reconocimiento de imágenes y texto usando técnicas de IA.

Consultor de Implementación, IA

Data Engineer

• Diseñar la arquitectura de datos end-to-end (ingesta, procesamiento, consumo)
• Definir y gobernar modelos de datos analíticos, semánticos y de consumo
• Diseñar e implementar arquitecturas Lakehouse en Databricks usando el patrón Medallion
• Establecer lineamientos para capas Bronze, Silver y Gold
• Seleccionar y estandarizar servicios de Azure para soluciones de datos
• Definir estrategias de versionamiento, CI/CD y automatización con Azure DevOps
• Asegurar calidad, seguridad, performance y trazabilidad de los datos
• Guiar técnicamente a ingenieros de datos y equipos analíticos
• Actuar como enlace entre áreas técnicas, gobierno de datos y negocio

Arquitecto de datos

Analyst

• Provide first-level technical and functional support to clients;
• Analyze, identify, and resolve client issues related to the applications or platforms they use.
• Analyze and interpret customer inquiries to determine the problem and resolve them or route/escalate as appropriate.
• Escalate issues within agreed timeframes to second- and third-level support.
• Respond to client inquiries and provide information, advice, or instructions.
• Be responsible for customer satisfaction with respect to all reported issues.
• Respond to and log customer inquiries in the available management systems.
• Collaborate internally with solution teams to respond to customer questions and resolve reported problems.

Automation Analyst, Mid-level

• Act as a technical agent for clients, providing added value in resolving issues related to the installation, maintenance, and use of SONDA products.
• Responsible for delivering an appropriate level of support to customers who contact SONDA solution centers.
• Maintain a high level of customer satisfaction by complying with established guidelines and procedures.

Support Technician

Administration

• Administrar los servidores de la solución FISCATEL.
• Gestionar el direccionamiento IP de la red WAN y la segmentación (VLAN) de la red LAN en las sedes.
• Configurar la red LAN y los switches de la entidad según requerimientos.
• Apoyar la gestión y monitoreo de la consola centralizada IMC.
• Atender incidentes y requerimientos de la red LAN activa de las seccionales.
• Realizar backups de la plataforma.
• Hacer seguimiento al suministro, instalación y puesta en marcha del cableado estructurado a nivel nacional.
• Diagnosticar fallas, solucionar incidentes y generar tickets.
• Planificar la capacidad de transmisión y evaluar el rendimiento y tráfico de la red.
• Generar informes de tráfico y reportes mensuales de gestión y operación.
• Configurar y administrar el servicio DHCP a nivel nacional.

Administrador de Telecomunicaciones

Software Engineer

• Develop software solutions in accordance with company standards and tools.
• Meet the quality standards defined in the pre-established customer service level agreement.
• Ensure excellent service.
• Perform development tasks as a member of the division.
• Implement features according to the provided software and project specifications.
• Analyze system requirements, existing business processes, and information systems.
• Build improvements and resolve defects.
• Create and execute unit tests and unit test plans.

ABAP Developer

Security Engineer

• Gestión y administración de las soluciones de seguridad, brindando soporte de segundo nivel
• Ejecución de actividades de soporte y mantenimiento de las plataformas administradas
• Monitoreo y análisis mensual de herramientas, eventos y logs de sistema
• Documentación de procesos, procedimientos y políticas del servicio

Administrador de Seguridad

• Provide onsite support to local users for PCs, printers and related equipment.
• Provide full support for covered devices including laptops, tablets, desktops and mobile phones.

Administrative Assistant

• Manage tickets (incidents/priority): consult, assign, update, control, prioritize, categorize, dispatch, update status, close and put on hold tickets in the ITSM tool.
• Analyze technical availability for all tickets; contact SONDA technicians or third parties to perform interventions, ensuring SLA compliance and minimizing costs.
• Monitor the entire ticket lifecycle with technical teams; escalate to management in case of any potential impact on service delivery.
• Request quotes for ad-hoc services; submit them for client and management approval; update budget controls; approve quotes; create tickets for ad-hoc service management and assign them to the service team.
• Request and guide the correct completion of service reports (record information clearly and comprehensively) and report any filling errors.
• Control and monitor the backlog.
• Support the development of the operations dashboard, monitoring KPIs.
• Act as a facilitator for all ticket-related issues, interacting with the team, other departments and clients.

• Act as a technical point of contact for customers, aiming to provide added value in resolving issues related to the installation, maintenance, and use of SONDA products.
• Responsible for delivering an appropriate level of support to customers who contact SONDA solution centers.
• Maintain a high level of customer satisfaction by adhering to established guidelines and procedures.

Technical Support Specialist

• Support technician providing assistance for various service requests.
• Provide full support for covered equipment such as laptops, tablets, desktops, and mobile phones.

• Atención técnica de requerimientos e incidentes, participar en la estrategia de monitoreo y automatización del monitoreo.
• Asegurar la calidad de los servicios implementados y su percepción en los clientes.
• Identificar propuestas de mejora para algún proceso que el cliente desarrolle mediante la herramienta que Sonda soporta en ECM / BPM / CCM u otros.
• Entrenarse en nuevas soluciones y funcionalidades que permitan garantizar la calidad del servicio y la innovación

Consultor de Implementación Onbase

DevOps Engineer

• Responsible for the overall administration of the company's technological solution integration processes.
• Collaborate in the design, procurement, implementation and support of technology solutions.
• Ensure infrastructure capacity is maintained at appropriate levels, taking growth projections into account.