**Technical Support and IT Development Architect (Programmer)** **Contract | Full-Time Equivalent (FTE) | Corporate** **About the Company** Prisma International Corporation (PIC) is a US based business supporting global clients for people and process improvement, and language access. PIC offers its affiliates competitive earning packages, including a base salary and additional pay such as milestone-base, team performance bonuses and profit sharing. We foster a business casual environment focused on teamwork, professional development, and innovation. Prisma International Corporation is an Equal Opportunity Employer. **Position Summary** This role supports the technical infrastructure and development needs of the organization, including helpdesk support, IT systems design, and vendor management. It combines support and architectural responsibilities, with a focus on innovation, reliability, and long-term sustainability. **Responsibilities Technical Support** - Troubleshoot and resolve hardware, software, and network issues - Provide remote and onsite user support - Perform regular system maintenance and upgrades - Monitor and implement cybersecurity best practices - Maintain documentation for configurations and solutions - Manage IT ticketing system and ensure timely ticket resolution - Coordinate backup and disaster recovery operations - Liaise with vendors for hardware, software, and service support **Service Ticketing** - Create, manage, and escalate IT service tickets (Internally and Externally) - Document resolution steps and gather feedback from users - Monitor ticket volume, response time, and service quality - Manage shared inbox for IT-related queries and alerts **Software Development, Architecture and Governance** - Design and optimize IT systems, infrastructure, and tools including programming, testing, debugging, and quality documentation for software development launch and maintenance. - Lead technical architecture and project planning (e.g., internal apps, interfaces) - Conduct code reviews and ensure compliance with standards - Oversee system integrations and performance optimization - Maintain user documentation and collaborate with marketing for visuals - Stay updated on emerging technologies, including leveraging AI for programming efficiencies **IT Vendor Management** - Evaluate, select, and manage vendors - Negotiate contracts and service agreements - Monitor vendor performance and resolve conflicts - Track IT spending and manage costs - Submit reports and risk assessments related to vendor operations **Governance and Support** - Participate in daily management calls and status updates - Report tasks and deliverables using daily tracking tools - Submit outage documentation with timestamps and official proof (screenshots, reference numbers) - Maintain communication through work tools and platforms - Support screenings, interviews, and training sessions - Attend ongoing development courses and team training **Key Requirements** - Bachelor’s degree (4 or 5 years) or higher in IT, Software Engineering, or related field - 1-2+ years of IT support and software development experience - Reliable high-speed internet, quiet work space ( free of noise for remote work), backup power source, working camera (for video conferencing) and smartphone for remote work - Bilingual fluency (English & another language) - Ability to work independently and manage multiple projects - Experience with remote troubleshooting, project documentation, and helpdesk software - Excellent communication, organization, and problem-solving skills - High attention to detail, integrity, and ability to work under pressure - Available to support and maintain developed systems post-launch - Willing to enter a **non-compete** and **IP ownership agreement**: - Must meet physical requirements related to screen use, keyboard work, and lifting equipment (up to 50 lbs with support) **Soft Skills & Traits** - Flexible, dependable, and results-oriented - Strong prioritization and decision-making skills - Able to work across cultures and teams - High stress tolerance and adaptability - Innovation-driven with a lean, efficiency mindset - Punctual, Good communicator, Learning mindset, self-starters **Job Types**: Full-time, Contract, Permanent