Job Function: Software \& Cloud The role: **On\-site Help Desk 7\*24** Scope: Full\-time \| Office: Medellín \|On site **Are you ready to be the first line of defense that turns every technical issue into a positive experience for hundreds of users each day?** Joining the **24/7 Help Desk team** means being at the heart of IT support — where every call is a chance to make a real impact. You’ll work with passionate, collaborative professionals dedicated to excellence and continuous improvement. **How a day to day would look like in this role:*** Handle, manage, and respond to service requests received by phone, email, or web, including direct user contact. * Escalate incidents to the second level when they cannot be resolved in the first contact and follow up until closure. * Investigate, analyze, and resolve technical issues within established timelines, also managing user passwords. * Document incidents, confirm resolution with the user, and propose improvements to IT procedures to optimize service. What we need to see from you: **Profile:** Technician/Technologist/Professional in Systems Engineering, Electronic Engineering, Software Engineering, or related careers. With experience performing as an on\-site help desk. **Required skills:*** Experience with ticketing and incident management tools (e.g., ServiceNow, Jira, Remedy). * Basic hardware, software, and Office 365 support (email, Teams, SharePoint, OneDrive). * First\-level incident handling, resolution, and documentation. * User password administration and reset, with basic knowledge of networks and connectivity. * **Availability to work on a 24/7 rotating shift schedule is required.** **Benefits*** A unique culture with lived corporate values that foster a grateful and supportive work environment. * Personalized development opportunities aligned with your goals in the role. * Health insurance * Life insurance * 100% paid sick leave * Vacation requests starting from 1 day * Employee fund * Time off for birthdays, graduations, and weddings * English classes and conversation sessions * Learning opportunities through our SoftwareOne University program * Career growth opportunities * Recognition strategies * Team\-building activities 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. 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.