Analista de Soporte en Sitio

SoftwareONE; Lima Metropolitana; On-site; PEN 103,000 - 145,000; Full time

Benefits offered by this job

Health & wellbeing

Learning & development

Incentives & ESOP

Hybrid work model

Global projects

Job summary

SoftwareOne is seeking an On-Site Support Analyst in Lima, Peru to deliver timely technical assistance to VIP users and manage incidents end-to-end. You will diagnose hardware and software issues, coordinate with specialists, and ensure SLA compliance in a fast-paced 24/7 environment.

Join a global team that values service excellence, proactive learning, and strong communication. This role offers exposure to enterprise IT support and opportunities to grow with a leading technology solutions

Qualifications

• Pursuing or holding a technical IT degree in Systems, IT, CS, or related field.
• Experience in on-site tech support and troubleshooting hardware/software incidents.
• Familiarity with Windows OS, corporate productivity tools, and ITSM tools.
• Ability to diagnose incidents, manage priorities, and provide service-oriented support.
• Proactive attitude and willingness to learn new technologies.

Responsibilities

• Manage incidents and service requests end-to-end with proper documentation and closure.
• Provide remote support to VIP users across channels for hardware/software issues.
• Diagnose and resolve incidents, prioritizing by criticality and meeting SLAs.
• Escalate complex incidents to specialized teams and follow up until resolution.
• Maintain clear, timely communication with users throughout the lifecycle.

Skills

On-site support

Windows OS

ITSM tools

Communication

Problem solving

Education

Technical IT degree or currently pursuing in IT/CS

Tools

ServiceDesk Plus

Job description

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

On-Site Support Analyst

On-site | Lima, Perú

Are you passionate about resolving technical incidents and delivering an exceptional service experience?

Do you enjoy working in dynamic environments where every interaction directly impacts people's productivity?

Are you motivated by providing high-quality support to key users while working in a 24/7 support operation?

Join our support team and help ensure the operational continuity of our users. In this role, you will be responsible for providing timely technical support to VIP users, managing incidents and requests with a strong focus on service excellence, SLA compliance, and effective problem resolution within a continuous support operation.

Responsibilities:

• Manage incidents and service requests from end to end, ensuring proper documentation, follow-up, and closure.
• Provide remote support to VIP users through different channels, addressing hardware, software, access, and corporate application issues.
• Diagnose and resolve technical incidents, prioritizing cases according to their criticality and ensuring compliance with Service Level Agreements (SLAs).
• Escalate complex incidents to specialized teams when necessary and follow up until resolution.
• Maintain clear, timely, and effective communication with users throughout the entire support lifecycle.

What we need to see from you

• Currently pursuing, or holding a technical or technological degree in Systems, IT, Computer Science, or a related field.
• Knowledge of on-site technical support, user assistance, and troubleshooting of hardware and software incidents.
• Familiarity with Windows operating systems, corporate productivity tools, and ITSM tools, ideally ServiceDesk Plus.
• Ability to diagnose and resolve incidents, manage priorities, and provide service-oriented support.
• Proactive attitude, willingness to learn new technologies, and motivation to develop and strengthen knowledge in technical support and infrastructure.

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

Accommodations

Job Family Provides assistance and technical guidance to client end-users to ensure the smooth functioning of information technology systems. Address and resolve issues related to hardware, software, networks, and other IT components. Respond to user queries, troubleshooting problems, and providing timely solutions to technical issues. Includes tasks such as resolving software glitches, assisting with hardware malfunctions, configuring devices, and offering guidance on IT best practices.

Career Level

• Requires in-depth knowledge and experience
• Uses best practices and knowledge of internal or external business issues to improve products or services
• Solves new and complex problems
• Works independently, receives minimal guidance
• Acts as a resource for colleagues with less experience
• May lead projects