Analista de Soporte Intermedio

Overview

Talent Acquisition at SofwareOne | IT Recruiter | We're hiring

We are thrilled to announce an opportunity to join our team as:

Support Analyst

Full-time | Remote | Office: Medellin - Colombia

What makes this opportunity unique?

As a Support Analyst, you will be part of a dynamic and agile team focused on ensuring operational continuity and the availability of the company’s critical systems, with special attention to databases and monitoring tools.

You will be the key point for the attention and resolution of technical incidents escalated from the service desk, providing specialized support and ensuring the proper functioning of technological platforms.

This role represents a unique opportunity to grow professionally in an environment that values technical development and collaborative work.

You will be at the center of the technological operation, enabling internal teams to work without interruptions while strengthening your experience in IT support and incident management.

Responsibilities

• Monitor and maintain the health of databases and critical systems using specialized tools to detect, diagnose, and resolve potential issues before they impact operations.
  
  
• Manage and follow up on support tickets through management tools, ensuring appropriate response and resolution times.
  
  
• Perform in-depth technical analysis to diagnose problems related to databases, applications, and monitored services.
  
  
• Accurately document incidents, solutions, and procedures to create organized and reusable knowledge for the team.
  
  
• Collaborate with other technical teams, escalating complex cases when necessary, and participating in continuous improvements for the stability and efficiency of the platforms.
  
  

Qualifications

Profile Requirements:

• Technician, Technologist, or Professional in Systems Engineering, Computer Engineering, Software Engineering, or related fields, either recently graduated or close to finishing their studies.
  
  
• Solid knowledge in diagnosing and solving problems in Windows and Linux operating systems, as well as hardware.
  
  
• Familiarity with and practical application of frameworks and standards such as ITIL, ENS, NSA, and ITCM for incident management, security, and configuration of technological assets.
  
  

Required Skills:

• Ability to efficiently diagnose and resolve technical incidents, even under pressure.
  
  
• Advanced use of monitoring tools and ticket management systems to track and resolve cases.
  
  
• Strong communication skills to interact with high-level users and technical teams, clearly and precisely explaining solutions.
  
  
• Attention to detail for documenting procedures, incidents, and updates in the CMDB.
  
  
• Proactive attitude with a focus on continuous improvement to optimize processes and prevent recurring failures.
  
  

Benefits

• A unique culture with lived corporate values fostering a grateful and supportive work environment.
  
  
• Opportunity to develop your potential in a personalized manner aligned with your goals within the role.
  
  
• Life insurance policy.
  
  
• Health insurance or prepaid medical plan for you.
  
  
• 100% payment of sick leave.
  
  
• Economic incentive program for employee referrals to active positions.
  
  
• Be part of one of the most competitive Employee Funds in the industry, giving you access to savings, credits, and special agreements with partner brands.
  
  
• Spaces for relaxation, celebrations, and recreation to support your physical and mental health.
  
  

At SoftwareOne, we are committed to providing a respectful environment where equal employment opportunities are available to all applicants and team members without distinction of race, color, religion, age, sex, national origin, disability status, genetics, sexual orientation, gender identity or expression, or any other characteristic protected by local laws.

Company description

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 appro ximately 65,000 customers in their digital transformation.

Seniority level

Associate

Employment type

Full-time

Job function

Information Technology

Industries

IT Services and IT Consulting

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