Bilingual Service Desk Analyst

About the role

Join SoftwareOne’s support team to ensure operational continuity for users across LATAM and North America. You will handle L1 escalations, investigate complex technical issues, and collaborate with global technical teams until resolution.

Key responsibilities

• Resolve incidents escalated from L1 by performing advanced troubleshooting for Windows, Active Directory, Microsoft Intune and other corporate tools.
• Provide support and administration for ServiceNow, manage patching, updates, configurations, and monitoring of endpoints.
• Investigate complex issues, determine escalation to L3 when needed, and work with L1, L3 and other technical teams across regions.
• Create technical documentation, knowledge‑base articles and contribute to continuous process improvement.

Required profile

• Technical or professional degree in Systems, Computer Science, Information Technology or related field.
• Experience in a technical support or service‑desk environment, preferably at Level 2, handling escalations.
• Advanced English communication skills, proactive attitude and ability to work autonomously.

Required skills

• ServiceNow
• Active Directory
• Microsoft Intune
• Windows operating systems
• Patching, updates, configuration management and endpoint monitoring

What we offer

• Comprehensive health and well‑being benefits
• Continuous learning and career development opportunities
• Performance‑based incentives and employee share participation
• Flexible hybrid work model
• Engagement in global projects