Onsite Support Analyst

BarranquillaOn-site

AI Summary

Provides hands-on onsite IT support to users, including executives, troubleshooting hardware, software, access and Windows issues. Manages incidents and service requests through resolution and escalates complex cases.

About this role

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

Onsite Support Analyst

SoftwareOne

Scope: Full Time | Office: Santa Marta| On Site

Do you enjoy solving technical issues directly where they happen?
Are you passionate about creating a seamless technology experience for users and key stakeholders?
Would you like to combine hands-on technical support with a strong customer-focused approach?

This position promotes the inclusion of people with disabilities. Join our IT Support team and help ensure a reliable and seamless technology experience for our users. As an Onsite Support Analyst, you will provide hands-on technical assistance at the workplace, manage incidents and service requests, and collaborate with specialized teams to resolve issues efficiently while delivering an excellent support experience.

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

Provide onsite technical support to users, including VIP and executive-level stakeholders.
Manage incidents and service requests from initial logging through resolution and closure.
Troubleshoot hardware, software, access, Windows, and corporate application issues.
Prioritize and manage tickets according to business impact and agreed service levels.
Escalate complex incidents to specialized teams and collaborate to ensure timely resolution.
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, IT, or a related field.
Experience providing end-user technical support, ideally in an onsite environment.
Knowledge of ITSM tools; familiarity with Aranda is an advantage.
Knowledge of Windows operating systems, workplace hardware, and productivity applications.
Strong troubleshooting and problem-solving skills.
Clear communication skills and a customer-centric mindset.

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

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.

Please include the role for which you are applying and your country location. Someone from our organization that is not part of the decision-making process will be in touch to discuss your specific needs and we will make every effort to accommodate you. Any information shared will be stored securely and treated in the strictest of confidence in line with GDPR.

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.

Skills

ArandaCorporate ApplicationsIncident ManagementITSM ToolsProductivity ApplicationsService Request ManagementTechnical SupportTroubleshootingWindowsWorkplace Hardware