Analista de Soporte en Sitio
Offre d’Emploi : Analista de Soporte en Sitio chez SoftwareOne
Présentation de l’Entreprise
Qui sommes-nous ?
SoftwareOne est un fournisseur mondial de solutions logicielles et technologiques dans le cloud, basé en Suisse. Avec plus de 8 700 employés, nous soutenons environ 65 000 clients dans leur transformation numérique. Notre environnement de travail favorise la croissance professionnelle et le bien-être des employés, sculptant ainsi une culture d’entreprise axée sur la satisfaction client et l’efficacité.
Détails de l’Offre
Titre du poste : Analista de Soporte en Sitio
Localisation : Quito, Pichincha
Date de publication : 12 juin 2025
Salaire : À négocier
À propos du Poste
Annoncé comme une opportunité excitante, le poste d’Analista de Soporte en Sitio est dédié à l’assistance directe sur le terrain. Ce rôle implique la garantie de la continuité opérationnelle et de la disponibilité des ressources matérielles et logicielles au sein des bureaux. Les responsabilités clés incluent :
- Révision et suivi des services de base tels que l’email, l’imprimante, et la connectivité réseau.
- Inspections physiques des salles de serveurs et d’équipements techniques.
- Assistance sur site pour les incidents notifiés par les utilisateurs.
- Gestion et mise à jour de l’inventaire des actifs informatiques.
- Collaboration avec des fournisseurs pour l’administration des garanties et la maintenance.
Profils Recherchés
Exigences :
Les candidats doivent être diplômés ou proches de l’obtention d’un diplôme en ingénierie des systèmes, en informatique, en ingénierie logicielle ou dans des domaines similaires. Une expérience antérieure dans un rôle de support technique est fortement souhaitée.
Compétences requises :
- Diagnostic des systèmes d’exploitation (Windows, macOS, Linux).
- Problématiques de matériel et de connectivité.
- Compétences en communication pour expliquer des problèmes techniques à des utilisateurs non techniques.
Compétences désirées :
Les candidats ayant une familiarité avec les outils de gestion des incidents (tels que ServiceNow) et les meilleures pratiques ITIL seront privilégiés.
Avantages Offerts
SoftwareOne valorise ses employés en offrant différentes opportunités de développement personnel et professionnel. Les avantages comprennent :
- Un environnement de travail soutenu par des valeurs d’entreprise vécues.
- Un programme d’incitation économique pour les références d’employés.
- Des espaces de loisirs pour favoriser la santé physique et mentale.
Engagement pour l’Égalité des Opportunités
Chez SoftwareOne, nous nous engageons à fournir un environnement de travail inclusif où toutes les candidatures sont traitées sans distinction de race, couleur, sexe, religion ou autre caractéristique protégée par la loi. Cet engagement favorise un cadre équitable pour tous les employés et futurs candidats.
Postulez dès maintenant pour rejoindre une équipe dynamique et participer à une aventure professionnelle enrichissante au sein de SoftwareOne.
📅 Date de publication de l’offre : Thu, 12 Jun 2025 22:31:40 GMT
🏢 Entreprise : SoftwareOne
📍 Lieu : Quito, Pichincha
💼 Intitulé du poste : Analista de Soporte en Sitio
💶 Rémunération proposée :
📝 Description du poste : Job Description:Why SoftwareOne?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 extraordinary Customer Happiness and results. Our leaders encourage their teams and provide a working environment that delivers incredible levels of Employee Happiness. We are Low ego. Our leaders operate with a high level of Team but can work at Speed lead 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.The roleWe are thrilled to announce an opportunity to join our team as:On-Site Support Analyst
Full-time | On-site | Office: Quito, EcuadorWhat Makes This Opportunity UniqueAs an On-Site Support Analyst, you will be part of a dynamic and fast-paced team focused on ensuring and/or restoring operational continuity and the availability of office hardware and software resources at the user’s location. In other words, requests that cannot be resolved by the Service Desk agents will be escalated to the On-Site Support team, which will go to the location where the incident or problem was reported, perform a diagnosis, and restore the availability of the resources involved.This role offers an exciting opportunity to work at a company that values professional growth, personal development, and teamwork. You’ll be at the forefront of our commitment to delivering first-class customer service, helping our teams work efficiently while gaining valuable experience in IT support.Key Responsibilities
- Review of basic services (email, storage, printing, Citrix, telephony, internet, corporate intranet, WiFi, and operation of video conferencing equipment).
- Physical inspections of data centers, telecom rooms, vendor rooms, and UPS rooms.
- Check the status of various meeting rooms to ensure proper functioning of technology equipment (TVs, PCs, video conferencing systems, speakers, cameras, etc.).
- Timely performance, verification, and updating of partial and/or full inventory of workstation components and other IT assets (PCs, laptops, peripherals, equipment located in data centers, telecom rooms, UPS rooms, and storage areas) in alignment with the configuration item database or CMDB.
- Handle and resolve cases classified as service requests or incidents, and perform related tasks during working hours, as assigned via the case management tool to On-Site Support.
- Follow up, resolve, escalate to the next level of support (if applicable), reclassify, recategorize, and certify (if applicable) incidents classified as failures, along with the related tasks.
- Provide on-site support and coordination with vendors and third parties for warranty administration and preventive and corrective maintenance contracts for standard workstations, servers, network devices, and printers.
- This service applies to all traditional or production platforms used by end users, such as workstations, desktops or laptops, pin pads, fingerprint scanners, and printers.
- Provide timely, high-quality technical support to internal users, resolving issues related to hardware, software, and systems.
- Diagnose and resolve problems with operating systems, hardware devices, network connectivity, and software applications.
- Assist with system maintenance tasks and software installations as needed.
- Maintain accurate documentation of support activities, including troubleshooting steps, applied solutions, and user guides.
- Collaborate with the IT team and other departments to ensure smooth IT operations and identify areas for improvement.
- Ensure that all helpdesk processes and best practices are followed to maintain an efficient support environment.
What we need to see from youProfile RequirementsTechnician, Technologist, or Professional in Systems Engineering, Computer Engineering, Software Engineering, or related fields—either graduated or close to completing the degree.Previous experience in a technical support or helpdesk role, providing on-site assistance at the client’s office.Solid knowledge in diagnosing operating systems (Windows, macOS, Linux) and troubleshooting hardware issues.Required SkillsProficiency in troubleshooting hardware and software issues, including printers, VPN connections, and network problems.Familiarity with ticketing systems and incident management tools (e.g., ServiceNow, Remedy, or similar).Excellent communication skills, with the ability to explain technical issues to non-technical users.Strong skills in attending to VIP and critical users.Ability to work under pressure, prioritize tasks, and ensure timely resolution of support requests.Desired SkillsExperience with ITIL frameworks and best practices for incident management.Familiarity with platforms such as Office 365, Windows, macOS, among others, and remote support tools (e.g., TeamViewer, Remote Desktop).BENEFITS:
- A unique culture with lived corporate values for an appreciative and supportive work environment.
- Opportunity to develop your potential in a personalized way and according to your objectives within the role.
- Economic incentive program for employee referrals for active positions.
- Spaces for leisure, celebrations and recreation for your physical and mental health.
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, sexual orientation, gender identity or expression, or any other characteristic protected by local laws.Job FunctionSoftware & Cloud
🔎 Offre d’emploi vérifiée et enrichie selon la ligne éditoriale de l’Association Artia13 : éthique, inclusion, transparence et vigilance contre les annonces trompeuses.
🌍 Retrouvez d’autres offres sur artia13.world
