Onsite Support Analyst

SoftwareOne and Crayon are seeking an Onsite Support Analyst to provide face-to-face technical support to end users. This role involves diagnosing and resolving hardware and software incidents, performing preventive and corrective maintenance on IT equipment, configuring devices and peripherals, and providing specialized support to VIP users. The analyst will also manage requests related to videoconferencing rooms, track tickets using ITSM tools, coordinate with other support levels, and perform data backups and image restorations, ensuring a seamless onsite user experience across different locations.

Must Have

• Technical or Technologist degree in Systems, IT, Computer Science, or related fields
• Previous experience in onsite technical support
• Diagnose and resolve hardware and software incidents onsite
• Perform preventive and corrective maintenance on IT equipment
• Configure devices and peripherals
• Provide specialized support to VIP users
• Attend requests related to videoconferencing rooms and meeting spaces
• Register, track, and close tickets using the ITSM tool
• Coordinate with other support levels to ensure timely resolution
• Perform data backups and image restorations
• Knowledge of ITSM tools
• Strong customer service and communication skills
• Ability to work independently and manage onsite priorities
• Availability to move between different sites as needed

Good to Have

• Experience with Aranda ITSM tool

Perks & Benefits

• Comprehensive health and well-being programs
• Continuous learning and career development
• Performance-based incentives
• Flexible and hybrid work models

Why SoftwareOne?

SoftwareOne and Crayon have come together to form a global, AI-powered software and cloud solutions provider with a bold vision for the future. With a footprint in over 70 countries and a diverse team of 13,000+ professionals, we offer unparalleled opportunities for talent to grow, make an impact, and shape the future of technology. At the heart of our business is our people. We empower our teams to work across borders, innovate fearlessly, and continuously develop their skills through world-class learning and development programs. Whether you're passionate about cloud, software, data, AI, or building meaningful client relationships, you’ll find a place to thrive here. Join us and be part of a purpose-driven culture where your ideas matter, your growth is supported, and your career can go global.

The role

Onsite Support Analyst

Do you enjoy hands-on technical support and solving issues directly with users?

Are you comfortable working onsite, configuring equipment, and providing personalized support to VIP users?

Do you thrive in environments where service quality, responsiveness, and coordination are key?

If so, this could be the role for you.

We are seeking an Onsite Support Analyst to provide face-to-face technical support to end users. This role focuses on diagnosing and resolving hardware and software incidents, maintaining IT equipment, and ensuring seamless onsite user experience across different locations.

What you'll do

• Diagnose and resolve hardware and software incidents onsite.
• Perform preventive and corrective maintenance on IT equipment.
• Configure devices and peripherals.
• Provide specialized support to VIP users.
• Attend requests related to videoconferencing rooms and meeting spaces.
• Register, track, and close tickets using the ITSM tool (Aranda).
• Coordinate with other support levels to ensure timely resolution.
• Perform data backups and image restorations.

What we need to see from you

• Technical or Technologist degree in Systems, IT, Computer Science, or related fields.
• Previous experience in onsite technical support.
• Knowledge of ITSM tools (experience with Aranda is a plus).
• Strong customer service and communication skills.
• Ability to work independently and manage onsite priorities.
• Availability to move between different sites as needed.

Why join our team?

At SoftwareOne, you become part of a global organization that champions growth, innovation, and meaningful impact. Your development and well-being truly matter. These key benefits reflect what sets us apart:

• Comprehensive health and well-being programs
• Continuous learning and career development
• Performance-based incentives
• Flexible and hybrid work models

Job Function

Software & Cloud

Accommodations

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.