Bilingual Global IT Support Analyst (LATAM)

SoftwareONE Deutschland GmbH; Ciudad de México; Hybrid; MXN 250,000 - 420,000; 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

Career progression into L2 Support & I

Job summary

SoftwareOne Deutschland GmbH is seeking a Bilingual Support Analyst for Global IT Support in LATAM. The role involves troubleshooting Windows, macOS, Microsoft 365, Teams, and Outlook, managing access in Entra ID and Active Directory, and collaborating with global teams in a follow-the-sun model.

You will support onboarding/offboarding, access requests, and knowledge documentation while delivering high-quality customer service in English across a multicultural environment.

Qualifications

• Experience troubleshooting Windows, macOS, Microsoft 365, Teams, and Outlook.
• Knowledge of identity and access management with Entra ID and Active Directory.
• Understanding of networking fundamentals and VPN connectivity.
• Experience with Jira Service Management, ServiceNow, or similar ITSM platforms.

Responsibilities

• Resolve support requests and incidents via the IT service management platform with timely communication and resolution.
• Provide technical support for Windows, macOS, Microsoft 365, Teams, Outlook, VPN, and other end-user tech.
• Manage user accounts, permissions, and access requests in Entra ID and Active Directory.
• Support onboarding and offboarding activities ensuring proper access and equipment.
• Collaborate with infrastructure and technical teams to investigate and resolve complex issues.
• Create and maintain knowledge articles and documentation to improve support efficiency.

Skills

Windows

macOS

Microsoft 365

Teams

Outlook

Entra ID

Active Directory

VPN

Networking

ITSM tools

Jira Service Management

ServiceNow

Customer service

Communication

English

Tools

ITSM tools

Job description

SoftwareOne Deutschland GmbH is seeking a Bilingual Support Analyst for Global IT Support in LATAM. The role involves troubleshooting Windows, macOS, Microsoft 365, Teams, and Outlook, managing access in Entra ID and Active Directory, and collaborating with global teams in a follow-the-sun model.

You will support onboarding/offboarding, access requests, and knowledge documentation while delivering high-quality customer service in English across a multicultural environment.