Bilingual Support Analyst

About this role

Why SoftwareOne?

SoftwareOne is a global software and cloud solutions provider and distributor, powered by around 12,000 people across more than 70 countries. But what really makes us SoftwareOne is our people: curious minds, different perspectives, and talented teams working together to solve real challenges and create meaningful impact. Here, you’ll have the opportunity to grow, explore new possibilities, and build a career that’s uniquely yours, while helping shape what’s next in technology.

The role

Bilingual Support Analyst (Global IT Support - LATAM)

Are you passionate about technology and helping people solve technical challenges? Do you enjoy delivering outstanding support in a multicultural and fast-paced environment? Are you looking for an opportunity to grow your IT career while supporting colleagues across the globe? Join our Global IT Support team and play a key role in ensuring a seamless technology experience for employees across LATAM and beyond. As a Bilingual Support Analyst, you will troubleshoot technical issues, manage access requests, and provide exceptional support while collaborating with global teams in a follow-the-sun model.

Key Responsibilities

• Resolve support requests and incidents through the IT service management platform, ensuring timely communication and resolution.
• Provide technical support for Windows, macOS, Microsoft 365, Teams, Outlook, VPN, and other end-user technologies.
• Manage user accounts, permissions, and access requests within Entra ID and Active Directory.
• Support onboarding and offboarding activities, ensuring employees have the right access and equipment.
• Collaborate with infrastructure and technical teams to investigate and resolve complex issues.
• Create and maintain knowledge articles and documentation to improve support efficiency.

What we need to see from you

• Experience troubleshooting Windows, macOS, Microsoft 365, Teams, and Outlook.
• Knowledge of identity and access management within Entra ID and Active Directory.
• Understanding of networking fundamentals and VPN connectivity.
• Experience working with IT Service Management tools such as Jira Service Management, ServiceNow, or similar platforms.
• Strong customer service, communication, and problem-solving skills.
• Professional proficiency in English.

Why join our team?

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

Comprehensive health and well-being

Continuous learning and career development

Performance-based incentives and employee share participation

Flexible and hybrid work models

Clear career progression opportunities into L2 Support and Infrastructure Engineering roles, supported by internal training and certification programs

Job Function

IT & Solutions