About this role

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

Role: IT Engineer
Function: operations
Level: mid
Track: Individual contributor
Location: Medellin, Colombia
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

Would you like to grow your career by helping users solve technical issues and ensuring operational continuity?

Do you enjoy working in dynamic support environments, managing tickets, and delivering excellent customer service?

Are you motivated by learning new technologies while supporting users across different locations in a fast-paced IT operation?

Being part of this team means becoming the first point of contact for technical support, helping users resolve incidents efficiently while contributing to a high-quality support experience.

How a day to day would look like in this role:

Provide first-level technical support to users via phone, email, and ITSM tools.
Troubleshoot incidents related to hardware, software, connectivity, VPN, and corporate applications.
Deliver remote support to users across multiple locations and escalate incidents when required.
Support Windows 11 updates, Office 365 tools, and printer installations.
Document solutions and contribute to Service Desk productivity and quality metrics.

What we need to see from you

Technical or Technologist degree in Systems or a related field, with experience in Service Desk or remote technical support.
Experience with ITSM platforms (Aranda knowledge is a plus), Microsoft Office 365, and Windows 11 environments.
Knowledge of remote support tools, VPN configuration, and basic connectivity troubleshooting.
Strong communication skills, customer service orientation, and problem-solving abilities.
Commitment to continuous learning, collaboration, and professional growth in global and hybrid work environments.

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
Engagement in global projects

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.