Service Desk Analyst Bilingüe
- Hiring from
- Colombia
- Work type
- Hybrid
- Posted
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Job Function
The role
Level II Service Desk Analyst
Hybrid| Medellín, Colombia
Are you passionate about solving complex technical issues and providing an exceptional service experience?
Do you enjoy investigating incidents, troubleshooting, and taking ownership until you find a solution?
Are you motivated by working with global technical teams and contributing to the operational continuity of our users?
Join our support team and help ensure the operational continuity of our users. In this role, you will be responsible for receiving L1 escalations, investigating and resolving complex technical issues, taking ownership of tickets through resolution, and collaborating with L3 teams and other technical areas when necessary.
Responsibilities:
Resolve incidents escalated from L1 by performing advanced troubleshooting and taking ownership through resolution for users across LATAM and North America.
Provide support and administration for ServiceNow, Active Directory, Microsoft Intune, Windows operating systems, infrastructure, and corporate tools.
Manage patching, updates, configurations, and monitoring, identifying and addressing technical alerts and incidents.
Investigate complex issues, determine when escalation to L3 is required, and collaborate with L1, L3, and other technical teams across LATAM, NORAM, and other regions.
Create technical documentation and knowledge base articles, share knowledge, and contribute to continuous process improvement.
What we need to see from you
Technical, technological, or professional degree in Systems, Computer Science, Information Technology, or related fields.
Experience in technical support or service desk environments, preferably at Level 2, including handling escalations.
Knowledge of Windows, Active Directory, Microsoft Intune, ServiceNow, and support and infrastructure tools.
Knowledge of patching, updates, configurations, monitoring, and endpoint management.
Advanced English, effective communication, proactivity, autonomy, adaptability, and a learning mindset..
Why join our team?
At SoftwareOne, you become part of a global organization that champions growth, innovation, and meaningful impact. Here, your development and well-being truly matter. These five key benefits reflect what sets us apart:
- Comprehensive health and well-being
- Continuous learning and career development
- Performance-based incentives and employee share participation
- Flexible and hybrid work models
- Engagement in global projects
Why SoftwareOne?
SoftwareOne is a global provider of software and cloud solutions. With a presence in over 70 countries and more than 12,000 professionals, we help organizations optimize software investments, modernize applications, and unlock the value of cloud, data, and AI.
Our people are at the core of everything we do. We enable collaboration across borders, continuous learning, and opportunities to grow in a fast-evolving technology landscape. Whether your focus is on technology, customer success, or business operations, your ideas matter, and your contributions make a difference.
Join a global team where you can build your skills, work with leading technologies, and make a real impact for our customers.
Accommodations
Job Family
Provides assistance and technical guidance to client end-users to ensure the smooth functioning of information technology systems. Address and resolve issues related to hardware, software, networks, and other IT components. Respond to user queries, troubleshooting problems, and providing timely solutions to technical issues. Includes tasks such as resolving software glitches, assisting with hardware malfunctions, configuring devices, and offering guidance on IT best practices.
Career Level
• Requires in-depth knowledge and experience
• Uses best practices and knowledge of internal or external business issues to improve products or services
• Solves new and complex problems
• Works independently, receives minimal guidance
• Acts as a resource for colleagues with less experience
• May lead projects