[Tech] Field Assistant

Description

Job Summary: A professional to ensure continuity and operational efficiency for end users by providing local and remote technical support and proactive maintenance of the IT infrastructure. Key Highlights: 1. Level 1 local and remote technical support for users 2. Management of IT assets and basic network infrastructure 3. Focus on internal customer satisfaction and agile service delivery **[Tech] Field Assistant** =============================== TOTVS | Brasília - DF | Hybrid Job Description Ensure continuity and operational efficiency for end users through local and remote technical support and proactive maintenance of the IT infrastructure. Your mission is to guarantee that hardware and software environments (including the TOTVS ecosystem) operate without interruption, minimizing downtime and enhancing internal customer satisfaction through agile and effective service delivery. Responsibilities and Duties **1. Technical Support** On-site/Remote Support: Provide Level 1 technical support to users both in person and remotely, resolving hardware and software issues that can be addressed remotely. **2. Software Ecosystem Support (TOTVS and ERP)** * Environment Configuration: Ensure workstations meet the necessary prerequisites to run TOTVS systems (approved browsers, digital certificates, fiscal/thermal printer drivers). * Workstation Updates: Support software package and patch updates on user machines according to Central IT guidelines. **3. Asset and Infrastructure Management** * Inventory Control: Maintain an up-to-date IT asset database, recording movements, new equipment acquisitions, and responsibility agreements. * Stock Organization: Manage inventory of replacement parts (memory modules, mice, keyboards, cables) and IT consumables. * Network Infrastructure: Provide basic physical connectivity support, including network port testing, network cable replacement, and verification of local rack switch functionality. * Onboarding/Offboarding: Deliver machines to new employees and collect machines from departing employees. **4. Process and Ticket Management** * SLA (Service Level Agreement): Meet established response and resolution timeframes, ensuring users are not left idle for extended periods. * Technical Documentation: Thoroughly document all activities performed in the ticketing system (Zendesk), contributing to the knowledge base. * Project Support: Assist in implementing new unit-level IT projects, such as mass equipment replacements (rollout) or office layout changes. **5. Customer Service and Experience** * Basic Training: Guide users on best practices for equipment usage and information security. * Vendor Coordination: Monitor third-party technical visits (e.g., CPD air conditioning maintenance, internet link providers, manufacturer warranty services). * Proficiency in Windows 10/11, Networks (TCP/IP), Hardware Maintenance, and Google tools. Requirements and Qualifications 1. Academic Background * Completed high school (mandatory). * Technical or undergraduate degree (in progress or completed) in fields such as Information Technology, Computer Networks, Computer Science, Systems Analysis and Development, or related disciplines. 2. Technical Skills (Hard Skills) * Hardware: Assembly, maintenance, and diagnostics of desktops and notebooks (component replacement, upgrades). * Operating Systems: Proficiency in Windows 10 and 11 (installation, configuration, troubleshooting). * Networking: Basic networking knowledge (IP configuration, cable testing, Wi-Fi connectivity, VPN understanding). * Office Suite/Google Tools: Support for Gmail, Chat, Teams, OneDrive, and Word/Excel. * Peripherals: Configuration of printers (local and network), scanners, data collectors, and projectors. * Remote Access Tools: Familiarity with tools such as LogMeIn or Microsoft Remote Desktop. Desirable Requirements * ERP Knowledge: Basic familiarity with TOTVS system architecture (Protheus, RM, or Fluig) is a strong differentiator. * Certifications: Preferred: ITIL v4 Foundation, CompTIA A+, or Microsoft certifications (MD-100/101). * English: Technical proficiency for reading manuals and system terminology. * Field Service Experience: Prior experience using ticketing and service management tools (e.g., ServiceNow, Jira, GLPI). Salary Range To be determined Employment Type CLT Benefits * TOTVS Network University, a corporate university offering free content and certifications for every employee; * +Saudáveis Program, supporting each TOTVER with advisory services and initiatives focused on physical, mental, and financial well-being; * +Vantagens Program, Latin America’s largest discount network, exclusively for our employees; * +Cuidado Program, personal support for employees and their families, offering guidance across multiple specialties including psychology, social work, and pet consulting; * Einstein Conecta, a complimentary online medical consultation benefit provided by physicians from Hospital Israelita Albert Einstein; * Health and dental insurance; * Meal and/or food allowance; * Transportation allowance and shuttle services at select metro stations; * Extended maternity and paternity leave; * Lactation room; * Bicycle parking; * Changing rooms; * Life insurance; * Childcare allowance; * Private pension plan; * An office environment designed to stimulate creativity and productivity, featuring snack areas, game rooms, billiard tables, and relaxation lounges; * Gympass. About the Company As a technology industry leader, we are a community of driven, nonconformist individuals motivated by innovation, autonomy, learning, and performance. Together, we create opportunities, transform futures, and share knowledge — people helping people. We pursue sustainable growth, leveraging data and AI to drive smarter, more efficient outcomes for our customers. Join us to innovate and build the future of technology. #VemPraTOTVS #SomosTOTVS