About this role

SoftwareONE is hiring a mid-level IT Engineer in the operations function based in Mexico City, Mexico. The posting calls out experience with ITIL, Compliance, Cloud Computing.

Role: IT Engineer
Function: operations
Level: mid
Track: Individual contributor
Location: Mexico City, Mexico
Posted: Jun 19, 2026

Job description

from SoftwareONE careers

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

Service Desk Analyst

Do you enjoy solving technical issues and helping users get back to work quickly?

Do you feel comfortable working with tickets, prioritizing incidents, and providing remote support?

Are you motivated by delivering high-quality service and meeting operational metrics in a structured environment?

If so, this could be the role for you.

We are seeking a Service Desk Analyst to join our Service Desk team. In this role, you will provide first-level technical support to users across different locations, ensuring timely resolution of incidents and an excellent end-user experience within a Managed Operations model.

What you'll do

Provide first-level technical support for incidents and service requests via phone, email, and ITSM tools.
Log, classify, prioritize, and manage tickets in accordance with established SLAs.
Diagnose and resolve hardware, software, application, and access-related issues, escalating when necessary.
Monitor, follow up, and close tickets while maintaining clear communication with users.
Deliver remote support, document solutions in the knowledge base, and meet Service Desk quality and productivity targets.

What we need to see from you

Technical or Technologist degree in Systems, IT, Computer Science, or related fields.
Previous experience in remote technical support or Service Desk environments.
Knowledge of ITSM tools (experience with Aranda is a plus).
Basic knowledge of Windows operating systems, corporate applications, and office tools.
Strong communication skills and customer-oriented mindset.
Availability to work in rotating shifts.

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

Services
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.