**Hardware Support and Maintenance Analyst** * **Location:** São Paulo (SP) and Aracaju – SE * **Model:** On-site * **Level:** Mid-level (we accept junior candidates with strong technical background and willingness to learn) * **Working hours:** 08:00 AM – 6:00 PM **About the Role** The Hardware Support and Maintenance Analyst will be responsible for ensuring the availability, installation, and proper operation of equipment used by our clients. The role involves field and/or bench work, performing diagnosis, preventive and corrective maintenance, component replacement, equipment configuration, and on-site user support. **This position requires external travel to client sites. A valid category B driver's license (CNH) is mandatory.** **Main Responsibilities** * **Install, configure, and deliver** laptops, desktops, printers, tablets, and peripherals (rollout). * Perform **diagnosis and troubleshooting** of hardware and software issues. * Carry out **preventive and corrective maintenance**, including component replacement and firmware updates. * **Respond to service tickets** through the system (TomTicket) and in person, meeting established SLAs. * **Travel to client locations** for on-site support (using company vehicle or personal transportation as per internal policy). * **Document activities and technical reports** in an organized manner within the ticketing system. * Assist in **inventory management and technical stock control**. * Use **Power BI** to monitor operational metrics and simple dashboards (e.g., ticket volume, SLA compliance, failure types). * Participate in **equipment fleet replacement projects**, technical standardization, and continuous improvement initiatives. * Ensure a **positive user experience**, clear communication, and solution-oriented focus. **Required Qualifications** * Previous experience in technical support or hardware maintenance. * Knowledge in: * + Hardware architecture (failure analysis and resolution) + Windows 10/11 installation/configuration + Office Suite / Microsoft 365 + **TomTicket or similar ticketing systems** + **Power BI (basic visualization, reading and updating dashboards)** * **Category B driver's license (CNH)** (mandatory), with availability for travel. * Strong communication skills, organization, and professional attitude. **Preferred Qualifications** * Certifications (Dell, Lenovo, HP, Microsoft, or equivalent). * Experience in **Field Service**. * Background in inventory control or repair centers. * Basic networking knowledge. **What we are looking for in this professional** * **Hands-on mindset**, resilient and results-driven. * Organization and discipline in technical documentation. * Ability to interact empathetically with users from different departments. * Proactive approach toward continuous improvements and standardization of best practices.