Job Information
SoftwareONE Analista de Soporte en Sitio VIP in Ciudad de Panama, Panama
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 appro ximately 65,000 customers in their digital transformation.
The role
VIP On-Site Support Analyst Full-time | On-site | Office: Panama
What makes this opportunity unique?
As a VIP On-Site Support Analyst, you will be part of a fast-paced and dynamic team focused on ensuring and/or restoring the operational continuity and availability of office-related hardware and software resources for end users at their physical location. Requests that cannot be resolved by the Service Desk agents will be escalated to the On-Site Support service, which will attend the location where the incident or issue was reported, perform diagnostics, and restore the availability of the affected resources.
This role offers an exciting opportunity to work in a company that values professional growth, personal development, and teamwork. You will be at the forefront of our commitment to delivering top-tier customer service, helping our teams operate efficiently while gaining valuable experience in IT support.
Key Responsibilities
Review basic services such as email, storage, printing, Citrix, telephony, internet, corporate intranet, Wi-Fi, and the operability of videoconferencing equipment.
Conduct physical inspections of data centers, telecom rooms, vendor rooms, and UPS rooms.
Monitor the status of meeting rooms to ensure proper functioning of technology equipment (TVs, PCs, video conferencing systems, speakers, cameras, etc.).
Perform timely verification and updates of full or partial inventories of workstation components and other IT assets (PCs, laptops, peripherals, equipment in data centers, telecom rooms, UPS rooms, and storage) in alignment with the configuration management database (CMDB).
Address and resolve support cases classified as requests or incidents, along with related tasks, during the workday as assigned through the case management tool.
Follow up on, resolve, escalate (if needed), reclassify, recategorize, and certify (if applicable) incidents categorized as failures, and manage related tasks.
Provide on-site support and coordination with vendors and third parties for warranty services and preventive/corrective maintenance of standard workstations, servers, network devices, and printers.
Support all traditional or productivity platforms used by end users such as desktops, laptops, pinpads, fingerprint readers, and printers.
Provide timely, high-quality technical support to internal users, resolving issues related to hardware, software, and systems.
Diagnose and resolve issues related to operating systems, hardware devices, network connectivity, and software applications.
Assist in system maintenance and software installation tasks 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 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 nearing graduation.
Previous experience in a technical support or helpdesk role, providing on-site assistance at client offices and supporting high-level VIP users.
Strong 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 supporting VIP and critical users.
Ability to work under pressure, prioritize tasks, and ensure timely resolution of support requests.
Desirable Skills
Experience with ITIL frameworks and best practices for incident management.
Familiarity with platforms such as Office 365, Windows, macOS, and remote support tools (e.g., TeamViewer, Remote Desktop).
Certifications such as:
Cisco Certification
Microsoft Server Certifications
Microsoft Office Certifications (365 and 2021 versions)
Microsoft System Center Certifications
Microsoft Azure Certification
McAfee, Trellix Certifications
Operating Systems Certifications: Apple iOS, iPadOS, macOS
Microsoft Windows 10 and 11 (desktop versions)
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.
Job Function
Software & Cloud