Opportunité d’Emploi : Analista de Soporte en Sitio – Ecuador
Présentation de l’Entreprise
Entreprise : SoftwareOne
SoftwareOne se positionne comme un leader mondial dans la fourniture de solutions logicielles et technologiques cloud. Basée en Suisse, l’entreprise se compose de 8 700 collaborateurs, unis par la volonté de transformer numériquement les environnements professionnels d’environ 65 000 clients. La culture d’entreprise mise sur la collaboration, le soutien mutuel et l’engagement envers la satisfaction client.
Description du Poste
Titre du poste : Analista de Soporte en Sitio
Type de contrat : Temps plein | Sur site | Bureau à Quito, Équateur
En tant qu’Analiste de Support sur Site, vous intégrerez une équipe dynamique dédiée à garantir la continuité opérationnelle et la disponibilité des ressources matérielles et logicielles au sein des bureaux. Ce rôle crucial permet d’intervenir lorsque les demandes ne peuvent être résolues par le Service Desk, nécessitant un diagnostic sur place et la restauration des ressources.
Responsabilités Clés
- Vérification : Supervision des services essentiels tels que le courriel, le stockage, l’impression, ainsi que le bon fonctionnement des équipements de vidéoconférence.
- Inspection : Évaluations physiques des centres de données et salles techniques pour assurer leur opérationnalité.
- Suivi : Gestion des demandes et incidents à l’aide d’outils de gestion de cas, avec une attention particulière aux utilisateurs critiques et VIP.
- Documentation : Maintien d’un registre précis des activités de support, des solutions appliquées et des guides utilisateurs.
Profil Recherché
Exigences :
Un diplôme en ingénierie des systèmes, ingénierie informatique ou domaines similaires (gradué ou près de l’obtention). Une expérience préalable en assistance technique est primordiale, de même qu’une connaissance approfondie des systèmes d’exploitation tels que Windows et macOS.
Compétences Nécessaires
- Diagnostic : Capacité à identifier et résoudre des problèmes matériels et logiciels.
- Communication : Aptitude à expliquer des concepts techniques à des utilisateurs non techniques.
- Gestion du temps : Capacité à travailler sous pression et à prioriser efficacement les demandes.
Compétences Souhaitées
Atouts :
Une connaissance des meilleures pratiques ITIL pour la gestion des incidents et l’utilisation d’outils de support à distance tels que TeamViewer.
Conditions et Avantages
- Culture d’entreprise : Environnement de travail appréciatif favorisant le bien-être des employés.
- Développement personnel : Opportunités de faire progresser ses compétences en fonction des objectifs individuels.
- Réseau : Programme incitatif pour les recommandations d’employés.
- Bien-être : Espaces de loisirs et de relaxation pour promouvoir la santé mentale et physique.
Avertissement
Cette annonce concerne des opportunités futures, et non des embauches immédiates. En postulant, vous consentez à ce que vos informations soient conservées dans notre vivier de talents pour de potentielles ouvertures qui correspondent à votre profil. SoftwareOne promeut l’égalité des chances et veille à respecter les droits de tous ses candidats.
Postulez dès Maintenant
Pour toute personne intéressée par cette riche opportunité, suivez le lien pour soumettre votre candidature : Postulez ici !
📅 Date de publication de l’offre : Tue, 15 Jul 2025 22:07:54 GMT
🏢 Entreprise : SoftwareOne
📍 Lieu : Quito, Pichincha
💼 Intitulé du poste : Analista de Soporte en Sitio – Ecuador
💶 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.
Disclaimer:
This job posting is for future opportunities and is not intended for immediate hiring. We are always looking for dedicated individuals to join our team and encourage you to submit your application. By applying, you consent to having your information stored in our talent pool for potential future openings that match your skills and experience. We appreciate your interest and will reach out if a suitable position becomes available.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
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