FIELD SERVICES SUPPORT TECHNICIAN - FIELD

Description

Job Summary: Field Services Support Technician to analyze, diagnose, and resolve technology incidents and requests, managing the service ticket queue and providing end-user support. Key Highlights: 1. Field Services experience with a focus on incident analysis and diagnosis. 2. Management of the service request lifecycle and SLA compliance. 3. End-user support and hardware/software maintenance. **Overview** --------------- We are seeking a Field Services Support Technician responsible for analyzing, diagnosing, and resolving technology incidents and requests. This professional will manage the service ticket queue via ITSM, oversee the entire service request lifecycle, and ensure adherence to agreed-upon SLAs. Responsibilities also include performing laboratory testing for hardware and software issue analysis and resolution, delivering end-user support, and ensuring full functionality of the organization’s equipment and systems. Residency in the **JOINVILLE/SC** region is required. **Responsibilities and Duties** ----------------------------------- * Provide support to employees, ensuring all work devices are fully functional and properly configured. * Manage service tickets and the support queue, meeting agreed performance indicators. * 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) to perform tasks and ensure consistent knowledge sharing. * Software installation and hardware maintenance **Requirements and Qualifications** ------------------------------ * Experience as a Field Technician. * Specific knowledge (tools, language, 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 backup, administrative tools, and registry operations. * Basic Active Directory knowledge: adding/removing devices from the domain. Basic understanding of configuring Exchange Server and BES accounts. * Fundamental 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. * Will handle incidents and service requests, monitor SLAs, and support end users. * Desired technical certifications: MCP, MCSE, CCNA, ITIL, AWS, 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 Benefit 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 emerging trends in the technology market; Minimum Education Level: Bachelor’s Degree Desired Education: Information Technology, Bachelor’s Degree Driver’s License: Class B