Support Engineer

SoftwareOne; Bogotá; Híbrido; COP 39.060.000 - 61.380.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health and well-being

Learning & development

Incentives & equity

Flexible and hybrid work

Career progression opportunities

Descripción de la vacante

SoftwareOne is seeking a Support Engineer to join the Global IT Support team. You will resolve incidents and service requests for end-user devices, Microsoft 365, identity management, VPN, and core business applications, while delivering exceptional employee support.

You will work with Jira Service Management and ITSM tools to meet SLA/SLO targets, collaborate with local IT teams, and help onboard/offboard employees. Fluency in Spanish/Portuguese and English is required.

Formación

• 1 to 3 years of experience in IT Support, Service Desk, Help Desk, or a related technical support environment.
• Strong troubleshooting experience with Windows 10/11, macOS, Microsoft 365, Teams, and Outlook.
• Working knowledge of networking fundamentals and VPN troubleshooting.
• Experience managing users, groups, and permissions within Entra ID and Active Directory.
• Hands-on experience with IT Service Management platforms such as Jira Service Management, ServiceNow, or similar tools.
• Fluency in Spanish or Portuguese, combined with strong working proficiency in English.
• Excellent customer service, communication, problem-solving, and stakeholder management skills.

Responsabilidades

• Manage and resolve support tickets submitted through Jira Service Management, ensuring timely resolution and communication with end users.
• Provide troubleshooting and support for Windows and Mac devices, Microsoft 365 apps, Teams, Outlook, VPN connectivity.
• Administer identity and access requests within Entra ID and Active Directory, including user accounts and permissions.
• Support onboarding and offboarding processes with HR and Local IT teams.
• Meet SLA and SLO targets through proactive ticket ownership and documentation.
• Collaborate with Infrastructure, L2 Support, and Local IT teams to resolve complex issues.
• Contribute to knowledge management with KB articles, guides, and runbooks.

Conocimientos

Windows 10/11

macOS

Microsoft 365

Teams

Outlook

Networking fundamentals

Entra ID

Active Directory

Jira Service Management

ServiceNow

ITSM platforms

Spanish/Portuguese

English

Customer service

Communication

Educación

Bachelor’s degree in Information Technology or related field

Herramientas

Jira Service Management

ServiceNow

Confluence

PowerShell scripting

Descripción del empleo

Are you passionate about technology and helping people solve IT challenges? Do you enjoy working in a fast-paced, global environment where you can make an impact every day?

We are seeking a Support Engineer to join our Global IT Support team, providing technical assistance to colleagues across the LATAM region and supporting users worldwide through our follow-the-sun support model. In this role, you will be responsible for resolving IT incidents and service requests related to end-user devices, Microsoft 365, identity and access management, VPN connectivity, and core business applications while delivering an exceptional employee support experience.

Key Responsibilities

• Manage and resolve support tickets submitted through Jira Service Management, ensuring timely resolution and consistent communication with end users.
• Provide troubleshooting and support for Windows and Mac devices, Microsoft 365 applications, Teams, Outlook, VPN connectivity, and related end-user technologies.
• Administer identity and access requests within Entra ID and Active Directory, including user account management, group memberships, permissions, and access provisioning.
• Support employee onboarding and offboarding processes in collaboration with HR and Local IT teams, ensuring seamless access management and equipment readiness.
• Meet established SLA and SLO targets through proactive ticket ownership, accurate documentation, and timely status updates.
• Collaborate with Infrastructure, L2 Support, and Local IT teams to explore, investigate, and resolve complex technical issues.
• Contribute to knowledge management initiatives by creating and maintaining knowledge base articles, troubleshooting guides, and operational runbooks.

Support Engineer – LATAM (Global IT Support)

Job Requirements

• 1 to 3 years of experience in IT Support, Service Desk, Help Desk, or a related technical support environment.
• Strong troubleshooting experience supporting Windows 10/11, macOS, Microsoft 365, Teams, and Outlook.
• Working knowledge of networking fundamentals and VPN troubleshooting.
• Experience managing users, groups, and permissions within Entra ID and Active Directory.
• Hands-on experience working with IT Service Management platforms such as Jira Service Management, ServiceNow, or similar tools.
• Fluency in Spanish or Portuguese, combined with strong working proficiency in English.
• Excellent customer service, communication, problem-solving, and stakeholder management skills.

Nice to have

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
• Industry certifications such as CompTIA A+, Network+, Microsoft 365 Fundamentals, Azure Fundamentals, or ITIL Foundation.
• Experience supporting Teams Phone, ERP platforms, Atlassian tools, Confluence, Adobe solutions, or basic PowerShell scripting.

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
• Clear career progression opportunities into L2 Support and Infrastructure Engineering roles, supported by internal training and certification programs

Company description

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.