On-site Support Analyst - Medellín

SoftwareONE; Ciudad de México; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading technology firm is seeking an On-site Support Analyst to provide high-quality technical support and resolve issues for internal users. The role requires strong problem-solving skills and a solid understanding of various operating systems. You will work in a supportive environment focused on customer service, career growth, and teamwork. Benefits include health coverage and an economic incentive program.

Servicios

Health policy for you and your family

Economic incentive program for referrals

Leisure and recreation spaces

Formación

• Previous experience in a helpdesk or technical support role.
• Solid understanding of operating systems and hardware troubleshooting.

Responsabilidades

• Provide timely and high-quality technical support to internal users.
• Manage incoming support requests, prioritize tasks, and follow up.
• Diagnose and fix issues related to operating systems and hardware.

Conocimientos

Hardware and software troubleshooting

Communication skills

Problem-solving skills

Educación

Technician in Systems Engineering or related fields

Herramientas

ServiceNow

JIRA

Descripción del empleo

The role

On-site Support Analyst

Scope: Full-time | On site

Office: Medellín /Colombia

Overview

We are thrilled to announce an opportunity to join our team as an On-site Support Analyst. You will be part of a fast-paced, dynamic team, delivering outstanding technical support and contributing to the smooth operation of our systems. This role offers career growth, personal development, and teamwork, with a focus on delivering top-tier customer service and enabling teams to work efficiently while gaining IT support experience.

Key Responsibilities

• Provide timely and high-quality technical support to internal users, resolving hardware, software, and system-related issues.
• Manage incoming support requests, prioritize tasks, and follow up to ensure timely resolution.
• Diagnose and fix issues related to operating systems, hardware devices, network connectivity, and software applications.
• Respond to helpdesk tickets via email, phone, or chat, offering solutions and escalating to higher-level support when necessary.
• Assist with system maintenance tasks and software installations as required.
• Record detailed information about support activities, including steps to resolve issues, solutions, and user guides.
• Collaborate with IT and other departments to ensure smooth IT operations and identify areas for improvement.
• Ensure that all helpdesk processes and standard methodologies are followed to maintain an efficient support environment.

What we need to see from you

Profile Requirements

• Technician, Technologist, or Professional in Systems Engineering, Electronic Engineering, Software Engineering, or related fields.
• Previous experience in a helpdesk or technical support role, providing on-site or remote assistance.
• Solid understanding of operating systems (Windows, macOS, Linux) and hardware troubleshooting.

Required Skills

• Proficiency in solving hardware and software issues, including printers, VPN connections, and network-related problems.
• Familiarity with ticketing systems and incident management tools (e.g., ServiceNow, JIRA, or similar).
• Good communication skills, with the ability to explain technical issues to non-technical users.
• Strong problem-solving skills and the ability to manage multiple tasks simultaneously.
• Ability to work under stress, prioritize tasks, and ensure timely resolution of support requests.

Preferred Skills

• Experience with ITIL frameworks and best practices for incident management.
• Familiarity with cloud-based platforms (e.g., Office 365, AWS) and remote support tools (e.g., TeamViewer, Remote Desktop).
• Certifications such as CompTIA A+, ITIL Foundation, or similar are a plus.

Benefits

• A thoughtful culture with an appreciative and encouraging work environment.
• Opportunity to develop your potential in a personalized way according to your objectives within the role.
• Health policy for you and a preferential rate for your family.
• 100% disability payment.
• Economic incentive program for employee referrals for active positions.
• Access to savings, credits, and special agreements through one of the industry’s most driven Employee Funds.
• Spaces for leisure, celebrations and recreation for physical and mental health.

Disclaimer

This job posting is for future opportunities and is not intended for immediate hiring. We are always looking for dedicated individuals to join our team and encourage you to submit your application. By applying, you consent to having your information stored in our talent pool for potential future openings that match your skills and experience. We appreciate your interest and will reach out if a suitable position becomes available.