Job Summary: We are seeking a Field Services Support Technician to analyze, diagnose, and resolve technology-related incidents and service requests, ensuring equipment functionality. Key Highlights: 1. Field/field technician experience 2. Support to employees and incident ticket management 3. Hardware and software maintenance **Overview** --------------- We seek a Field Services Support Technician responsible for analyzing, diagnosing, and resolving technology-related incidents and service requests. This professional will manage the incident ticket queue via ITSM, 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 operational functionality of the device and system fleet. Candidates must reside in the **SÃO JOSÉ DOS PINHAIS AND SURROUNDING REGIONS**. **Responsibilities and Duties** ----------------------------------- * Provide support to employees, ensuring all personnel have fully functional and properly configured work devices. * Manage incident tickets and service queues, ensuring compliance with agreed performance metrics. * Support other IT areas during crises, projects, changes, and technology environment testing. * Manage equipment inventory, ensuring accurate asset tracking and equipment maintenance. * Create, update, and execute SOPs (Standard Operating Procedures) for task execution and knowledge standardization. * Software installation and hardware maintenance **Requirements and Qualifications** ------------------------------ * Field/field technician experience. * Specific knowledge (tools, language, certifications): * Proficiency in operating system installation and configuration. * Experience with cabling and telephony is a plus. * Windows 10 knowledge. Ability to perform data migration, user backup, 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 (primarily Outlook – profile creation and Exchange account maintenance; Excel – basic formula knowledge). * Laboratory environment experience: performing hardware analysis, testing, and diagnostics. * Handling incidents and service requests, monitoring SLA compliance, and supporting end users. * Desired technical certifications: MCP, MCSE, CCNA, ITIL, AWS, AZURE. * Behavioral traits: Resilience, focus, commitment, organization, strong communication skills, and attendance reliability. **What We Offer You?** ------------------------------- * Meal or Food Allowance; * Medical and Dental Assistance; * Pharmacy Program (discounts on medication purchases); * Gym Partnership; * 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
João Silva
Indeed · HR
João Silva
Indeed · HR
