Onsite IT Support Engineer — VIP & Exec Ready

SoftwareOne; Puerto Bogotá; Hybrid; COP 39,060,000 - 55,800,000; Full time

Benefits offered by this job

Comprehensive health and well-being

Continuous learning and career develop

Performance-based incentives and share

Flexible and hybrid work models

Engagement in global projects

Job summary

SoftwareOne is seeking an Onsite Support Analyst to deliver hands-on technical assistance at the workplace, helping users and VIP stakeholders resolve issues promptly and maintain a seamless technology experience.

You will manage incidents and service requests from logging to closure, troubleshoot Windows, hardware, software, and apps, and coordinate with specialized teams to ensure timely resolutions. The role emphasizes customer-centric support and documentation.

Qualifications

• Technical or technological education in Information Systems, Computer Science, IT, or related field.
• Experience providing end-user technical support, ideally onsite.
• Knowledge of ITSM tools; familiarity with Aranda is an advantage.
• Knowledge of Windows OS, workplace hardware and productivity applications.
• Strong troubleshooting and problem-solving skills.
• Clear communication skills and a customer-centric mindset.

Responsibilities

• Provide onsite technical support to users, including VIP and executive-level stakeholders.
• Manage incidents and service requests from initial logging through resolution and closure.
• Troubleshoot hardware, software, access, Windows, and corporate application issues.
• Prioritize and manage tickets according to business impact and agreed service levels.
• Escalate complex incidents to specialized teams and collaborate to ensure timely resolution.
• Maintain accurate documentation of incidents, resolutions, and support activities.

Skills

Troubleshooting

Customer focus

Communication skills

End-user support

Education

Information Systems / Computer Science related degree

Tools

ITSM tools (Aranda)

Job description

SoftwareOne is seeking an Onsite Support Analyst to deliver hands-on technical assistance at the workplace, helping users and VIP stakeholders resolve issues promptly and maintain a seamless technology experience.

You will manage incidents and service requests from logging to closure, troubleshoot Windows, hardware, software, and apps, and coordinate with specialized teams to ensure timely resolutions. The role emphasizes customer-centric support and documentation.