Analista de Soporte en Sitio

Job Function: Software & Cloud The role:
**We are thrilled to announce an opportunity to join our team as**:
**On-Site Support Analyst**:

- Full-time | On-site | Office: Costa Rica_

**What Makes This Opportunity Unique**:
As 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**
- 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.
- 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 you:
**Profile Requirements**- Technician, 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 Skills**:
- Proficiency 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 Skills**- Experience 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.

Why SoftwareOne?:
Success at SoftwareOne is not defined by what you do for yourself, but by what you de