Onsite Support Analyst 7*24 - Medellin

SoftwareONE Deutschland GmbH; Medellín; Presencial; COP 33.480.000 - 60.264.000; Jornada completa

Descripción de la vacante

SoftwareOne Deutschland GmbH is seeking an Onsite Support Analyst 7x24 to deliver expert VIP user assistance and rapid issue resolution. You will handle incidents, provide remote support to high-profile stakeholders, and ensure business continuity in a fast-paced service desk environment.

You will work in a 24/7 rotating shift model, troubleshooting hardware and software, maintaining thorough incident records, and escalating complex cases when needed.

Formación

• Technical education in Information Systems, Computer Science, or related fields.
• Experience supporting VIP or executive-level users.
• Knowledge of ITSM tools, ideally Aranda.
• Familiarity with Windows operating systems and productivity applications.
• Strong communication skills and a customer-centric mindset.
• Availability to work rotating 24/7 shifts.

Responsabilidades

• Manage incidents and service requests from logging through resolution and closure.
• Provide remote technical support to VIP users across multiple channels.
• Troubleshoot hardware, software, access, and corporate application issues.
• Prioritize and manage tickets according to business impact and SLAs.
• Escalate complex incidents to specialized teams when required.
• Maintain accurate documentation of incidents, resolutions, and support activities.

Conocimientos

VIP support

Windows OS

Customer service

ITSM tools

Clear communication

Rotating shifts

Educación

Technical degree in Information Systems / Computer Science

Herramientas

Aranda ITSM

Descripción del empleo

Why SoftwareOne?

SoftwareOne is a global provider of software and cloud solutions. With a presence in over 70 countries and more than 12,000 professionals, we help organizations optimize software investments, modernize applications, and unlock the value of cloud, data, and AI.

Our people are at the core of everything we do. We enable collaboration across borders, continuous learning, and opportunities to grow in a fast-evolving technology landscape. Whether your focus is on technology, customer success, or business operations, your ideas matter, and your contributions make a difference.

Join a global team where you can build your skills, work with leading technologies, and make a real impact for our customers.

The role

Onsite Support Analyst 7*24

Do you enjoy solving technical issues and helping users get back to work quickly? Are you passionate about delivering exceptional support experiences to high-profile stakeholders? Do you thrive in fast-paced environments where every interaction makes a difference?

Join our Service Desk team and play a key role in ensuring a seamless technology experience for our users. As a Help Desk Analyst 7x24, you will provide remote support to VIP users, manage incidents and service requests, and contribute to business continuity through outstanding customer service and effective issue resolution in a 24/7 support environment.

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

• Manage incidents and service requests from logging through resolution and closure.
• Provide remote technical support to VIP users across multiple communication channels.
• Troubleshoot hardware, software, access, and corporate application issues.
• Prioritize and manage tickets according to business impact and service level agreements.
• Escalate complex incidents to specialized teams when required.
• 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, or related fields.
• Experience supporting VIP or executive-level users.
• Knowledge of ITSM tools, ideally Aranda.
• Familiarity with Windows operating systems and productivity applications.
• Strong communication skills and a customer-centric mindset.
• Availability to work rotating 24/7 shifts.

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

S&C and Services Operations

Accommodations

SoftwareOne welcomes applicants from all backgrounds and abilities to apply. If you require reasonable adjustments at any point during the recruitment process, email us at [e-mail].

At SoftwareOne, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Additionally, we encourage experienced individuals that have taken an intentional career break and are now prepared to return to work to explore our SOAR program.