Job Summary: Perform on-site technical support, including installation, preventive and corrective maintenance, diagnosing and resolving hardware and software technical issues, and ensuring adherence to deadlines. Key Highlights: 1. On-site technical problem diagnosis and resolution experience (technical support) 2. Ability to interact with users in a comprehensive and effective manner 3. Focus on user satisfaction and positive user experience Description: Perform on-site technical support, including equipment installation, preventive and corrective maintenance. Diagnose and resolve hardware and software technical issues. Ensure compliance with service-level agreement (SLA) deadlines. Document all activities in ticket management systems. Identify opportunities for improvement in support processes. Provide basic user training on equipment and system operation. Ensure all services comply with information security policies and company best practices. Collaborate with remote support teams to resolve complex issues. Generate periodic reports with service and performance metrics. Stay updated on emerging technologies and industry best practices. Responsibilities and Duties * Clear Communication: Ability to interact with users in a comprehensive and effective manner. * Problem Resolution: Proactivity in identifying and efficiently resolving failures. * Organization: Effective field-based activity and resource management. * Working Under Pressure: Ability to handle urgent requests with quality. * Adaptability: Flexibility to manage diverse scenarios and technologies. * Empathy: Sensitivity to understand users' needs and difficulties. * Time Management: Prioritization of service requests to meet SLAs and deadlines. * Teamwork: Collaboration with other departments to resolve complex issues. * Results Orientation: Focus on resolving tickets quickly and efficiently. * Customer Focus: Commitment to user satisfaction and positive user experience. Requirements and Qualifications * On-Site Technical Support: Experience in on-site technical problem diagnosis and resolution. * Hardware Knowledge: Repair and maintenance of desktops, laptops, printers, and mobile devices. * Networks and Infrastructure: Basic configuration of LAN/WAN networks, Wi-Fi, and structured cabling. Software Installation: Ability to install, update, and configure operating systems and applications. * ITSM Tool Administration: Use of platforms such as Freshservice, ServiceNow, or similar for ticket management. * Ticket Management: Organization and prioritization of tickets for efficient resolution. * Equipment Monitoring: Ability to implement remote monitoring solutions. * Inventory Management: Control and updating of field assets. * Problem Diagnosis: Ability to identify and resolve hardware and software failures. * Process Automation: Use of tools to automate maintenance and support tasks. * Information Security Knowledge: Basic practices to protect devices and networks. * Preventive Maintenance: Planning and execution of actions to prevent future failures. * User Training: Ability to guide users on correct equipment and system usage. * Technical Documentation: Recording of procedures and service reports. 2512050202181904243
João Silva
Indeed · HR
João Silva
Indeed · HR
