FIELD SERVICES SUPPORT TECHNICIAN - FIELD

Description

Job Summary: Field Service Support Analysts analyze, diagnose, and manage technology incidents and requests, ensuring equipment maintenance and user satisfaction. Key Highlights: 1. Field/Tech Support Technician role 2. Ticket queue management and KPI compliance 3. Employee support and equipment maintenance **Overview** --------------- We are seeking a Field Services Support Technician responsible for analyzing, diagnosing, and resolving technology-related incidents and service requests. This professional will manage the ticket queue via ITSM tools, oversee the entire service lifecycle, and ensure adherence to agreed SLAs. Additionally, they will conduct laboratory testing for hardware and software issue analysis and resolution, provide end-user support, and guarantee full functionality of the organization's equipment and systems. Applicants must reside in the **PELOTAS/RS** region. **Responsibilities and Duties** ----------------------------------- * Provide support to employees, ensuring all personnel have fully functional and properly configured work equipment. * Manage tickets and service queues, ensuring compliance with agreed KPIs. * Support other IT areas during crisis situations, projects, changes, and technology environment testing. * Manage equipment inventory, maintain accurate records, and perform equipment maintenance. * Create, update, and execute SOPs (Standard Operating Procedures) to standardize tasks and ensure knowledge sharing. * Software installation and hardware maintenance **Requirements and Qualifications** ------------------------------ * Experience as a Field Technician. * Specific knowledge (tools, languages, certifications): * Proficiency in operating system installation and configuration. * Experience with cabling and telephony is a plus. * Knowledge of Windows 10\. Ability to perform data migration, user backups, administrative tools, and registry operations. * Basic Active Directory knowledge: adding/removing devices from the domain. Fundamental understanding of configuring Exchange Server and BES accounts. * Basic 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, including hardware analysis, testing, and diagnostics. * Handle incidents and service requests, monitor SLA compliance, and support end users. * Desired technical certifications include MCP, MCSE, CCNA, ITIL, AWS, or AZURE. * Behavioral traits: Resilience, focus, commitment, organization, strong communication skills, and punctuality. **What We Offer You?** ------------------------------- * Meal or Food Allowance; * Medical and Dental Insurance; * Pharmacy Program (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 technology market trends; Minimum Education Level: Bachelor's Degree Desired Education: Information Technology, Bachelor's Degree Driver’s License: Class B