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 passionate about delivering special Customer Happiness and results. Our leaders empower and 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 role We are excited to announce the opportunity to join our team as a: On-Site Support Analyst - Manta SoftwareOne Scope: Full-time | Location: Manta - Ecuador | On-site What a typical day in this role looks like: Technical support, assistance, and first-level incident resolution for ICT services, including configuration and diagnostics. Component changes and configurations, preparation, and delivery of computer equipment to users. This activity must be recorded in the inventory control tool to ensure proper asset and warehouse management. General Responsibilities: Serve as the single point of contact between users and IT service management, including support for incident, request, problem, change, access, and inventory management. Categorize various requests according to predefined definitions. Provide a consistent and high-quality service. Assign priorities to requests according to established parameters. Escalate or transfer requests when they cannot be resolved at the first level. Respond to technical inquiries related to infrastructure and corporate software affecting specific user groups. Document all calls and incidents reported by users and clients. Ensure all requests escalated to third-level support are addressed. Lead a technical interest group. Receive, attend to, and manage all service requests received via phone, email, or web. Escalate to second-level support if the issue is not resolved in the first contact. Contact users by phone or email to inform them of request progress. Investigate, resolve, and respond to requests within the established timeframes. Analyze incidents to provide effective solutions. Provide direct user support to resolve technical issues. Manage user password administration. Close and document incidents and confirm resolution with the user. Propose new IT procedures that improve performance and service delivery response times. Understand the company’s infrastructure and architecture at a high level. Document all escalated cases. What we need to see from you Profile:Minimum of 1–2 years providing basic IT support services to end users, either through a help desk or on-site support. Required Skills: Basic knowledge of Microsoft Office (especially Excel), email tools. Windows and iOS operating systems. Fundamental concepts of networking and internet technologies. Certifications: ITIL Foundation (required) and preferably certifications in operating systems and desktop tools (current in the market). Soft Skills: Conflict resolution, assertive communication, teamwork, customer service, and tolerance to frustration. BENEFITS A unique culture with corporate values that promote a grateful and supportive work environment. Opportunity to develop your potential in a personalized manner according to your goals within the role. Economic incentive program for employee referrals for active positions. Recreational spaces, celebrations, and activities for 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, regardless of race, color, religion, age, gender, national origin, disability status, genetics, sexual orientation, gender identity or expression, or any other characteristic protected by local laws. Job Function Software & Cloud