Why SoftwareOne? SoftwareOne is a leading global software and cloud solutions provider that is redefining how organizations build, buy and manage everything in the cloud. By helping clients to migrate and modernize their workloads and applications – and in parallel, to navigate and optimize the resulting software and cloud changes – SoftwareOne unlocks the value of technology. The company’s 8,900 employees are driven to deliver a portfolio of 7,500 software brands with sales and delivery capabilities in 90 countries. Headquartered in Switzerland, SoftwareOne is listed on the SIX Swiss Exchange under the ticker symbol SWON. Visit us at www.SoftwareOne.com The role We are thrilled to announce an opportunity to join our team as: On site Support Analyst Scope: Full-time | Office: Quito | On site Job Objective: Attention, technical advice, assistance and resolution of incidents in on-site support on ICTs, including their configuration and diagnosis. Changes and configurations of parts, preparation and delivery of computer equipment to users. This activity must be recorded in the inventory control tool, guaranteeing the accurate management of assets and warehouse. Service Center Function: Incident Management. Requirements Management. Problem Management. General Responsibilities: Provide technical support to users regarding hardware issues and IT service management. Categorize the different requirements according to pre-established definitions. Offer a consistent and homogeneous quality service. Assign priorities to requirements according to pre-established parameters. Transfer the requirement to a specialist team when it cannot be resolved. Answer technical queries related to corporate infrastructure and software that affect specific groups. Document all incident tickets and requirements reported by users and customers. Continuous self-training. Specific Receive, respond to, and handle all service requests received through the ITSM tool. Contact the user via email or through the ITSM tool to inform them about the progress of the request. Research, solution, and response to requirements within the established time periods. Analyze incidents to provide solutions Direct attention to the user to resolve their technical problems. Closing and detailing the incident and confirming with the user. Propose new IT procedures that improve performance and response in the provision of services. Research, solution, and response to requirements within the established time periods. Know the company's infrastructure and architecture at a high level. Document all handled cases. Prepare computer equipment to deliver to the end user with updated applications and operating system. What we need to see from you 1-2 years providing IT services for end-user support from the help desk or as in-person or remote support. Certification: ITIL Foundation and desirable certification in operating systems and desktop tools (current in the market). Intermediate knowledge of Office, mainly Excel and email tools, Windows operating systems, IOS, intermediate concepts of network and internet technologies. Soft skills: Conflict resolution Outspoken communication Collaboration Customer service. Collaboration Work under stress Orientation to meeting objectives *On-site availability in rotating shifts between Monday and Sunday Why should you join our team? A unique culture with corporate values lived for an appreciative and supportive work environment. Employee recognition programs. A variety of training and development opportunities. Work-life balance. Referral bonus program. Multicultural interaction. Contribution to society - employee initiatives. Corporate events. Latest technologies for our clients and colleagues. And much more! Job Function Software & Cloud 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 reasonable.accommodations@softwareone.com. 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.