Support Analyst

Description

Support and Maintenance Analyst **Location:** São Paulo **Work Model:** On-site **Level:** Mid-level (we accept junior candidates with a solid technical foundation and strong willingness to learn) **Working Hours:** 8:00 AM – 6:00 PM Monday through Thursday; 8:00 AM – 5:00 PM Friday About the Role The Hardware Support and Maintenance Analyst will be responsible for ensuring the availability, installation, and full functionality of equipment used by our clients. The role involves fieldwork and/or base operations, including diagnostics, preventive and corrective maintenance, component replacement, equipment configuration, and in-person user support. This position requires external travel to client sites. A valid Brazilian driver’s license (Category B) is mandatory. Key Responsibilities Install, configure, and deliver notebooks, desktops, printers, tablets, and peripherals (rollout). Perform hardware and software fault diagnosis and resolution. Carry out preventive and corrective maintenance, including component replacement and firmware updates. Respond to service requests via the ticketing system (TomTicket) and in person, meeting defined SLAs. Travel to client locations for on-site support (using personal vehicle or approved transportation per internal policy). Accurately log activities and technical reports in the ticketing system. Support inventory management and technical stock control. Use Power BI to monitor operational KPIs and simple dashboards (e.g., ticket volume, SLA compliance, failure types). Participate in fleet replacement projects, technical standardization, and continuous improvement initiatives. Ensure positive user experience, clear communication, and solution-oriented focus. Required Qualifications Prior experience in technical support or hardware maintenance. **Knowledge in:** Hardware architecture (fault analysis and resolution) Windows 10/11 installation/configuration Office Suite / Microsoft 365 TomTicket or similar IT service management tools Power BI (basic visualization, dashboard reading and updating) Brazilian driver’s license (Category B) — mandatory — and availability for travel. Strong communication skills, organizational ability, and professional demeanor. Preferred Qualifications Certifications (Dell, Lenovo, HP, Microsoft, or similar). Experience in Field Service. Experience with inventory control or repair centers. Basic networking knowledge. What We Seek in This Professional Hands-on, resilient profile with delivery orientation. Organization and discipline in technical documentation. Ability to empathetically engage with users across different departments. Proactivity toward continuous improvement and standardization of best practices. What We Offer ?️ Meal Allowance ? Transportation Allowance ?️‍ ️ Wellhub ? Telemedicine ? Dental Care ? Day Off ??‍ ️ SESC Partnership