On-site Support Analyst

On‑site Support Analyst Scope: Full‑time | On site | Office: Bogotá / Colombia We are thrilled to announce an opportunity to join our team as On‑site Support Analyst . As a part of a fast‑paced, dynamic team, you will provide outstanding technical support and contribute to the smooth operation of our systems. This role offers an exciting opportunity to work in a company that values career growth, personal development, and teamwork, and help deliver top‑tier customer service. Key Responsibilities Provide timely and high‑quality technical support to internal users, resolving hardware, software, and system‑related issues. Manage incoming support requests, prioritize tasks, and follow up to ensure timely resolution of issues. Diagnose and fix issues related to operating systems, hardware devices, network connectivity, and software applications. Respond to helpdesk tickets via email, phone, or chat, offering solutions and escalating to higher‑level support when necessary. Assist with system maintenance tasks and software installations as required. Record detailed information about support activities, including steps to resolve issues, solutions, and user guides. Collaborate with IT and other departments to ensure smooth IT operations and identify areas for improvement. Ensure that all helpdesk processes and standard methodologies are followed to maintain an efficient support environment. Job Requirements Technician, Technologist, or Professional in Systems Engineering, Electronic Engineering, Software Engineering, or related fields. Previous experience in a helpdesk or technical support role, providing on‑site or remote assistance. Solid understanding of operating systems (Windows, macOS, Linux) and hardware troubleshooting. Required Skills Proficiency in solving hardware and software issues, including printers, VPN connections, and network‑related problems. Familiarity with ticketing systems and incident management tools (e.g., ServiceNow, JIRA, or similar). Good communication skills, with the ability to explain technical issues to non‑technical users. Strong problem‑solving skills and ability to manage multiple tasks simultaneously. Ability to work under stress, prioritize tasks, and ensure timely resolution of support requests. Preferred Skills Experience with ITIL frameworks and best practices for incident management. Familiarity with cloud‑based platforms (e.g., Office 365, AWS) and remote support tools (e.g., TeamViewer, Remote Desktop). Certifications such as CompTIA A+, ITIL Foundation, or similar are a plus. Benefits A thoughtful culture with valued appreciation and encouraging work environment. Opportunity to develop your potential in a personalized way and according to your objectives within the role. Health policy for you and preferential rate for your family. 100% disability payment. Economic incentive program for employee referrals for active positions. Access to employee fund with savings, credits, and special agreements with allied brands. Spaces for leisure, celebrations, and recreation for your physical and mental health. Company Description Success at SoftwareOne is not defined by what you do for yourself, but by what you deliver for our customers, the business, and our employees. SoftwareOne employees are energized, agile, and laser‑focused on delivering exceptional customer happiness and results. Our leaders empower and encourage their teams, providing a working environment that delivers incredible levels of employee happiness. We are a leading global provider of end‑to‑end software and cloud technology solutions, headquartered in Switzerland. Our 8,700 employees support approximately 65,000 customers in their digital transformation. Additional Information Seniority level: Associate Employment type: Full‑time Job function: Information Technology Industries: IT Services and IT Consulting #J-18808-Ljbffr