Onsite Support Analyst

SoftwareOne; Bogotá; Híbrido; COP 24 000 000 - 48 000 000; Tempo integral

Resumo da oferta

SoftwareOne is hiring an Onsite Support Analyst in Bogotá to deliver hands-on IT support at the workplace, including VIP and executive stakeholder assistance.

You will manage incidents and service requests end-to-end, troubleshoot Windows, hardware, and software issues, and coordinate with specialized teams to ensure timely resolutions while maintaining thorough documentation.

Qualificações

• End-user technical support experience, ideally onsite.
• Familiarity with ITSM tools; Aranda is a plus.
• Knowledge of Windows OS, workplace hardware, and productivity apps.
• Strong troubleshooting and problem-solving skills.
• Clear communication and a customer-centric mindset.

Responsabilidades

• 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.

Conhecimentos

End-user support

ITSM tools

Windows OS

Hardware

Productivity apps

Troubleshooting

Customer focus

Formação académica

Info Systems/CS/IT

Ferramentas

Aranda

Descrição da oferta de emprego

Why SoftwareOne?

SoftwareOne is a global software and cloud solutions provider and distributor, powered by around 12,000 people across more than 70 countries. But what really makes us SoftwareOne is our people: curious minds, different perspectives, and talented teams working together to solve real challenges and create meaningful impact. Here, you’ll have the opportunity to grow, explore new possibilities, and build a career that’s uniquely yours, while helping shape what’s next in technology.

The role

Onsite Support Analyst

Do you enjoy solving technical issues directly where they happen?

Are you passionate about creating a seamless technology experience for users and key stakeholders?

Would you like to combine hands‑on technical support with a strong customer‑focused approach?

This position promotes the inclusion of people with disabilities. Join our IT Support team and help ensure a reliable and seamless technology experience for our users. As an Onsite Support Analyst, you will provide hands‑on technical assistance at the workplace, manage incidents and service requests, and collaborate with specialized teams to resolve issues efficiently while delivering an excellent support experience.

How a day-to-day would look like in this role:

• 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.

What we need to see from you

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

Why join our team?

At SoftwareOne, you become part of a global organization that champions growth, innovation, and meaningful impact. Here, your development and well‑being truly matter. These five key benefits reflect what sets us apart:

• Comprehensive health and well‑being
• Continuous learning and career development
• Performance‑based incentives and employee share participation
• Flexible and hybrid work models
• Engagement in global projects

Job Function

Services