Descrição da Vaga

Job description

Summary: This position will serve the company’s broad range of IT needs, including ticketing system management, new user setup, fielding service desk calls, and other technical responsibilities. An IT Support Specialist’s primary duty is to assist internal employees. The IT Support Specialist will track all instances of support by creating IT tickets using ticket-tracking software. They will update the status of each ticket as they successfully assist each user with their issues. Their assistance may be in person, over the phone, or on video chat applications. Good customer service skills are essential for IT Support staff.

What Will You Be Involved With?

• Provide technical software support issues for internal customers, submitted via phone, email and instant messaging, and resolve technical software tier one support issues as-needed
• End-user hardware/software (Mac, Windows, Linux) support, including configuration and troubleshooting of laptops and mobile devices
• New user setup of hardware, software, operating systems, account management and setting up corporate and test environments
• End-user hardware/software support including troubleshooting and configuration of mobile devices
• Active Directory and Google Workspace (aka GSuite) administration
• Virtualization (VMWare, Nutanix, Microsoft)
• Asset management of inventory and all IT related equipment
• Onboarding and offboarding users
• Ticketing system management
• Create and maintain documentation for supported systems; documents will be for a variety of audiences including end users
• Work closely and collaboratively with Global team to facilitate operational coverage
• Completes all daily tasks and projects as requested, on-time, and with attention to detail and quality
• The ability to lift items up to 30 pounds (Required in the handling of PC and Server hardware)

What Will You Bring to the Table?

• Must be fluent in English, both spoken and written
• Experience working with and troubleshooting PCs, Windows Laptops, Macbooks, Linux and Mobile devices
• Experience installing and troubleshooting issues with hardware and software including, Google Workspace, Microsoft (Windows, Office, and Server), Mac OS and Linux.
• Knowledge of office hardware, monitors, and common cables (HDMI, Display, Lightning Cables, USB-C, etc.)
• Familiar with a scripting language (e.g., Python, Powershell, etc.) both for automation and maintenance preferred
• Experience with Microsoft Active Directory and Google Workspace (fka GSuite) account management/administration
• Fluency with network concepts such as IP addressing and DHCP
• Well-spoken and ability to efficiently communicate with employees across all offices and departments
• Ability to listen, understand, assess, and assist with any customer issues, asking questions as needed and giving detailed directions in response
• Ability to work outside of local business hours on an as-needed basis

Main assignments

• Provide support to users in low complexity service requests;
• Perform installation and maintenance activities on computers;
• Guide and clarify technical doubts to customers regarding service requests, assist in conducting tests;
• Install and adjust programs, printers, hardware, internal systems, as needed by the user;
• Perform preventive maintenance on machines and daily checklist routine;
• Collect feedback on processes aimed at continuous improvement;
• Ensure user satisfaction and maintain the list of service requests within the SLA.

Location: On-site Vila Olímpia/São Paulo