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

Corporate IT Support Analyst

Returnship Program (SOAR)

SoftwareOne Academy

Full-time | Temporary | Quito, Ecuador

We are looking for highly motivated individuals to join our inaugural SOAR returnship program in IT in Quito, Ecuador.

This paid program is designed to support and reintegrate talented professionals who have taken a career break of at least six months and are now returning to the workforce.

As a SOAR participant, you will have the opportunity to refresh and enhance your skills while working on meaningful projects within our organization.

Service Request Reception and Management:

• Receive, respond to, and manage all service requests received via phone, email, or web.

• Accurately log and document service requests in the incident management system.

Incident Escalation:

• Escalate unresolved issues to the second-level support team, ensuring an accurate and complete transfer of information.

User Communication:

• Maintain communication with users via phone or email to update them on the progress and status of their requests.

Problem Investigation and Resolution:

• Investigate, troubleshoot, and respond to technical requests within established timeframes and priority levels.

• Analyze incidents to provide effective and efficient solutions.

Direct User Support:

• Provide hands-on technical support to users, ensuring issue resolution and service continuity.

User Password Management:

• Securely manage and administer user passwords, ensuring compliance with the organization's security policies.

Incident Closure and Documentation:

• Complete the resolution process, document incidents thoroughly, and confirm with users to ensure the issue is properly resolved.

Process Improvement Proposals:

• Suggest new IT procedures to enhance service performance and responsiveness, contributing to continuous improvement.