Overview:
SoftwareOne and Crayon have come together to form a global, AI-powered software and cloud solutions provider with a bold vision for the future. With a footprint in over 70 countries and a diverse team of 13,000+ professionals, we offer unparalleled opportunities for talent to grow, make an impact, and shape the future of technology. At the heart of our business is our people. We empower our teams to work across borders, innovate fearlessly, and continuously develop their skills through world-class learning and development programs. Whether you're passionate about cloud, software, data, AI, or building meaningful client relationships, you'll find a place to thrive here. Join us and be part of a purpose-driven culture where your ideas matter, your growth is supported, and your career can go global.
Responsibilities:
Support Analyst
SoftwareOne
Scope: Full-time | Location: Santiago, Dominican Republic
Provide first-level IT support, technical assistance, guidance, and incident resolution, including configuration and diagnostics.
General Responsibilities:
* Act as the single point of contact between users and IT service management, handling incidents, service requests, access management, changes, and inventories.
* Provide first-level IT support for infrastructure and corporate software, including troubleshooting, issue resolution, and user password administration.
* Log, document, and close all service requests and incidents, ensuring user confirmation and compliance with established service timelines.
* Escalate requests to second and third level support when required, following up and keeping users informed about the status of their requests.
* Propose improvements and new IT procedures, maintaining a general understanding of the company's infrastructure and architecture to optimize service delivery.
Qualifications:
* Minimum 1-2 years of experience providing basic IT end-user support from a help desk or as on-site support.
* ITIL Foundation certification preferred, as well as certifications in operating systems and desktop tools (current and market-recognized).
* Basic knowledge of Microsoft Office (especially Excel), email tools, Windows and iOS operating systems, and fundamental concepts of networking and internet technologies.
Soft Skills:
* Conflict resolution.
* Assertive communication.
* Teamwork.
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