Why SoftwareOne? At SoftwareOne, we're not just about technology solutions; we're about people. We believe that diversity, equity, inclusion, and belonging are essential elements of our success. We strive to create an environment where every individual, regardless of their background or identity, feels valued, respected, and empowered to bring their authentic selves to work. Our commitment to diversity and inclusion fuels our innovation, drives our growth, and ensures that we can better serve our clients and communities worldwide. The role Support Analyst SoftwareOne Scope: Full-time | Location: Dominican Republic We are seeking a highly competent Support Analyst to join our team. The ideal candidate will have strong technical skills, the ability to efficiently solve problems, and a customer-oriented approach. This position involves providing technical support to users, ensuring that technology systems and equipment operate smoothly. Responsibilities: Provide first and second level technical support to end users, both in person and remotely. Diagnose and resolve problems related to hardware, software and networks. Install, configure and maintain computer equipment, including PCs, laptops, printers and other peripherals. Document all incidents and solutions in the ticket management system. Assist in the creation and maintenance of technical documentation and user guides. Collaborate with other IT teams to solve complex problems and improve processes. Train users in the efficient use of available technologies and tools. Perform updates and preventive maintenance of systems and equipment. Ensure all solutions comply with company policies and procedures. What we need to see from you Requirements: University degree in Computer Science, Systems Engineering, or related field (or equivalent experience). Previous experience in a technical support role. Knowledge of Windows and MacOS operating systems. Experience with PC hardware, networking and peripheral devices. Strong technical troubleshooting and diagnostic skills. Excellent verbal and written communication skills. Ability to work both autonomously and in a team. Good organizational skills and ability to handle multiple tasks simultaneously. Customer orientation and exceptional interpersonal skills. Optional: Knowledge of ITIL v4 methodology Speak/Read/Write in English Experience with ticket management systems CMDB experience #L-LL1 Job Function Software & Cloud Services