Overview:
Success at SoftwareOne is not defined by what you do for yourself, but by what you deliver for our customers, the business and for the employees around you. SoftwareOne employees are energized, agile and are laser focused on delivering world class Customer Satisfaction and results. Our leaders motivate and inspire their teams and provide a working environment that delivers incredible levels of Employee Satisfaction. We are Humble. Our leaders operate with a high level of Discipline but can work at Speed manage change in a global economy. We are a leading global provider of end-to-end software and cloud technology solutions, headquartered in Switzerland. Our 8,700 employees support our approximately 65,000 customers in their digital transformation.
Responsibilities:
We are thrilled to announce an opportunity to join our team as:
Corporate IT Support Analyst
Returnship Program (SOAR)
SoftwareOne Academy
Full-time | Temporary | Quito, Ecuador
We are looking for highly motivated individuals to join our inaugural SOAR returnship program in IT in Quito, Ecuador.
This paid program is designed to support and reintegrate talented professionals who have taken a career break of at least six months and are now returning to the workforce.
As a SOAR participant, you will have the opportunity to refresh and enhance your skills while working on meaningful projects within our organization.
Responsibilities
Service Request Reception and Management:
* Receive, respond to, and manage all service requests received via phone, email, or web.
* Accurately log and document service requests in the incident management system.
Incident Escalation:
* Escalate unresolved issues to the second-level support team, ensuring an accurate and complete transfer of information.
User Communication:
* Maintain communication with users via phone or email to update them on the progress and status of their requests.
Problem Investigation and Resolution:
* Investigate, troubleshoot, and respond to technical requests within established timeframes and priority levels.
* Analyze incidents to provide effective and efficient solutions.
Direct User Support:
* Provide hands-on technical support to users, ensuring issue resolution and service continuity.
User Password Management:
* Securely manage and administer user passwords, ensuring compliance with the organization's security policies.
Incident Closure and Documentation:
* Complete the resolution process, document incidents thoroughly, and confirm with users to ensure the issue is properly resolved.
Process Improvement Proposals:
* Suggest new IT procedures to enhance service performance and responsiveness, contributing to continuous improvement.
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Qualifications:
The skills below will make you successful at this job, but we DO NOT expect to find all of them in every candidate.
Profile RequirementsEducation:
* Technical or professional degree in Information Technology or a related field, or equivalent experience.
Experience:
* Previous experience in technical support or help desk roles, preferably following ITIL standards.
Technical Competencies:
* Knowledge of operating systems, support ticket management tools, and basic network administration.
* ITIL certification (preferred).
Skills and Competencies:
* Excellent verbal and written communication skills.
* Strong customer service orientation and problem-solving abilities.
* Ability to work independently and within a team.
* Proactive mindset with the ability to manage multiple tasks simultaneously.
* Attention to detail and ability to follow structured work procedures.
* Empathy and strong interpersonal skills to interact with users in a courteous and effective manner.
Work Experience:
* Minimum of 2 years in a similar role.
Language Requirements:
* Spanish: Native or Advanced.
* English: Optional.
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