Support Analyst

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.

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

Support Analyst

Scope: Full-time | On site

What Makes This Opportunity Unique
As a Support Analyst, you will work in a dynamic and collaborative environment that emphasizes your career development and values your contributions. You will play a pivotal role in ensuring the smooth and efficient operation of our systems while providing exceptional support to end-users. This is an exciting opportunity to be part of a company that encourages growth, learning, and the delivery of high-quality service in a fast-paced tech environment.

Key Responsibilities

• Deliver high-quality service to users, offering timely and effective solutions to requests and issues.
• Lead and resolve incidents and requests across various operational areas.
• Diagnose and fix complex technical issues, advancing as needed while following defined advancing channels.
• Work closely with teams from different functions to ensure operational issues are addressed promptly and efficiently.
• Maintain and support hardware and software infrastructure to ensure optimal performance.
• Ensure incident management processes are followed, from initial report through to resolution.
• Develop and maintain documentation for fixing, operational procedures, and user guides.

Profile Requirements

• Technician, Technologist, or Professional in Systems Engineering, Electronic Engineering, Software Engineering, or related fields.
• Demonstrable experience in providing on-site support as a support analyst in a similar IT environment.
• Strong knowledge of operational workflows and support procedures.

Required Skills

• Expertise in equipment maintenance, both at the hardware and software levels, including printers, VPN, and technical diagnostics.
• Experience with management tools, equipment support, and incident management software.
• Strong problem-solving abilities and the ability to manage multiple tasks simultaneously.
• Outstanding communication skills and ability to effectively communicate with different teams and users.
• Ability to work under stress and handle challenging support situations efficiently.

Preferred Skills

• Familiarity with ITIL frameworks and standard methodologies for incident management.
• Experience in IT support in a large-scale, enterprise-level organization.
• Ability to support a wide range of systems and platforms.

Benefits:

• A thoughtful culture with lived things we value for an appreciative and encouraging work environment.
• Opportunity to develop your potential in a personalized way and according to your objectives within the role.
• Health policy for you and preferential rate for your family.
• 100% disability payment.
• Economic incentive program for employee referrals for active positions.
• You will be part of one of the most driven Employee Funds in the industry where you will have access to savings, credits and special agreements with allied brands.
• Spaces for leisure, celebrations and recreation for your physical and mental health.

Software & Cloud

SoftwareOne welcomes applicants from all backgrounds and abilities to apply. If you require reasonable adjustments at any point during the recruitment process, email us at reasonable.accommodations@softwareone.com.
Please include the role for which you are applying and your country location. Someone from our organization that is not part of the decision-making process will be in touch to discuss your specific needs and we will make every effort to accommodate you. Any information shared will be stored securely and treated in the strictest of confidence in line with GDPR.

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, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Additionally, we encourage experienced individuals that have taken an intentional career break and are now prepared to return to work to explore our SOAR program.