FIELD SERVICES SUPPORT TECHNICIAN - FIELD

Description

Job Summary: We are seeking a Field Services Support Technician to analyze, diagnose, and resolve technology incidents, manage tickets, and ensure the proper functioning of hardware and software. Key Highlights: 1. Field support activities with a focus on incident analysis and diagnosis. 2. Ticket management and ensuring SLA compliance. 3. End-user support and maintenance of hardware and software systems. **Overview** --------------- We are seeking a Field Services Support Technician responsible for analyzing, diagnosing, and resolving technology-related incidents and requests. This professional will manage the ticket queue via ITSM, oversee the entire service lifecycle, and ensure adherence to agreed-upon SLAs. Additionally, they will conduct laboratory testing for hardware and software issue analysis and resolution, provide end-user support, and ensure full operational functionality of the organization’s hardware and software systems. Candidates must reside in the **PETROLINA/PE** region. **Responsibilities and Duties** ----------------------------------- * Provide support to employees, ensuring all work equipment is fully functional and properly configured. * Manage tickets and service queues, ensuring compliance with agreed performance indicators. * Support other IT areas during crises, projects, changes, and technology environment testing. * Manage equipment inventory, ensuring accurate tracking and maintenance of each device. * Create, update, and execute SOPs (Standard Operating Procedures) to perform tasks and ensure knowledge standardization. * Software installation and hardware maintenance. **Requirements and Qualifications** ------------------------------ * Experience as a Field Technician. * Specific knowledge (tools, language, certifications): * Knowledge of operating system installation and configuration. * Experience with cabling and telephony is a plus. * Proficiency in Windows 10. Ability to perform data migration, user backups, administrative tools, and registry operations. * Basic Active Directory knowledge: adding/removing devices from domain. Basic understanding of configuring Exchange Server and BES accounts. * Fundamental networking knowledge (static/dynamic IP configuration, basic commands such as ipconfig /release /renew). * Microsoft Office Suite (especially Outlook – profile creation and Exchange account maintenance; Excel – basic formula knowledge). * Laboratory environment experience, performing hardware analysis, testing, and diagnostics. * Responsible for incident handling, service requests, SLA monitoring, and end-user support. * Desired technical certifications: MCP, MCSE, CCNA, ITIL, AWS, AZURE. * Behavioral traits: Resilience, focus, commitment, organization, strong communication skills, and punctuality. **What We Offer You?** ------------------------------- * Meal or Food Allowance; * Medical and Dental Assistance; * Pharmacy Benefit Plan (discounts on medication purchases); * Gym Membership Program; * Life Insurance; * TIVIT Club (discounts and partnerships with top retailers); * PAC – Career Acceleration Program; * Certification Reimbursement; * MOBIFLIX – Our corporate academy offers both in-person and online courses aligned with the latest market technology trends; Minimum Education Level: Bachelor’s Degree Desired Education Background: Information Technology, Bachelor’s Degree Driver’s License: Class B