Field Support Analyst

Description

Job Summary: We are seeking a Field Support Analyst to provide on-site and/or remote technical support, ensuring efficient incident resolution, high-quality support, and continuity of IT services. Key Highlights: 1. Dynamic role with direct contact with users and business areas 2. Environment requiring adaptability and resolution of complex problems 3. Active participation in process improvement and support evolution We seek a Field Support Analyst to deliver technical support to users, ensuring efficient incident resolution, high-quality support, and continuity of IT services. ***Responsibilities*** Provide on-site and/or remote technical support to users, logging, classifying, and prioritizing tickets. Diagnose and resolve incidents related to hardware, software, and networks. Install, configure, and update systems and applications. Perform troubleshooting for equipment, including: Workstations and peripherals Printers Network devices Execute basic configurations for routers, switches, and connectivity. Ensure proper logging and tracking of tickets in ITSM tools. Document solutions, procedures, and knowledge base clearly and systematically. Assist users with technical questions, translating technical terms into accessible language. Conduct data collection and analysis to support decision-making. Drive continuous process improvement by proposing solutions and avoiding rework. Follow information security best practices (antivirus, firewall, access management, and password policies). Support critical activities, ensuring adherence to deadlines, scope, and delivery quality. ***Requirements*** Prior experience in technical support (Field Service or Service Desk). Knowledge of: Operating systems (Windows and/or others) ITSM tools Networking: TCP/IP, DNS, DHCP, Firewall, Proxy, and Gateway Installation and configuration of corporate software and applications Hardware and peripheral diagnostics Experience troubleshooting printers. Familiarity with information security best practices. Basic knowledge of ITIL Foundation. Strong organizational, prioritization, and demand management skills. Effective communication for interacting with both technical and non-technical users. ***Preferred Qualifications*** Knowledge of Artificial Intelligence applied to support. Technical English for reading and interpreting documentation. Experience with corporate systems (ERP, Office suite, etc.). Experience in process documentation and solution design. Analytical capability for handling highly complex scenarios. Proactivity and sense of urgency. Organization and attention to detail. Analytical ability and problem-solving skills. Strong communication and interpersonal skills. Autonomy and accountability in task execution. Focus on quality, deadlines, and user satisfaction. ***Additional Information*** Dynamic role with direct contact with users and business areas. Environment requiring adaptability and resolution of problems at varying levels of complexity. Active participation in process improvement and support evolution Minimum Education Level: Bachelor's Degree Desired Education: * Information Technology, Bachelor's Degree * Informatics, Technical Course Languages: * English (Intermediate) * Meal/food allowance * Transportation allowance * Total Pass * Sul América Health Insurance (Optional) * Life Insurance \- MetLife