Job Summary: British Council seeks a proactive Field Support IT Analyst to ensure high availability and performance of IT resources, delivering high-quality technical support. Key Highlights: 1. Focus on customer satisfaction and SLA compliance 2. Maintenance of technical procedures and knowledge base 3. Dynamic environment focused on professional development British Council is for everyone! **All our positions are affirmative for inclusion and diversity, and await your application!** British Council is an innovative company that envisions projecting Brazil onto the global stage through education, increasingly shaping confident and fluent English-speaking citizens. We are a cultural exchange center that uses theater, music, dance, and all forms of art as teaching tools. We are a reference in English language instruction, with over 89 years of operation and excellence in this field. We offer a comprehensive infrastructure for technology and educational material development. We adopt an entrepreneurial approach, continuously improving our products and services, and pioneer teaching techniques, believing firmly in innovation within education. You are tech-savvy and proactive. Join our team as a **Field Support IT Analyst**! Ensure our customers’ IT resources remain consistently available and fully functional, delivering high-quality technical support focused on customer satisfaction and adherence to Service Level Agreements (SLAs). **Responsibilities and Duties** * Provide technical support ensuring high availability and performance of customer platforms; when necessary, guide and train users. * Respond promptly and accurately to customer requests, registering and resolving them according to technical procedures. * Create and maintain up-to-date technical procedures. * Stay current by reading operational procedures, attending meetings, trainings, certifications, and other activities. * Keep the knowledge base updated: monitor review and updating of operational procedures (documents), research new solutions, critically analyze processes, and propose improvements. * Handle service requests quickly and efficiently, ensuring customer satisfaction. * Collaborate with other support specialists to resolve, manage, and track customer requests. * Attend all company-provided events (operational meetings and trainings). * Uphold the company’s image and maintain confidentiality of information. **Requirements and Qualifications** **Required Technical Knowledge** * General IT (operating systems, software, and hardware); * Windows and Microsoft Office Suite; * Basic understanding of networking and information security. **Preferred Qualifications** * Prior experience in technical support or service desk roles; * IT certifications are a plus; **Behavioral Competencies** * Customer focus and strong communication skills; * Organization, proactivity, and initiative; * Ability to work under pressure and in teams; * Strong argumentation, logical reasoning, and creativity; * Interpersonal relationship skills. **Additional Information** **What We Offer:** * A dynamic and collaborative environment that values professional development. * Growth opportunities within an institution committed to educational excellence. * Medical assistance * Dental assistance * Transportation allowance * Life insurance * Study scholarships * TotalPass (health and wellness plan) * SESC partnership * Birthday day-off * Meal allowance or food voucher per current policy If you possess the energy, passion, and dedication we seek, we would love to meet you! Submit your resume and join British Council! British Council is one of the most awarded language-teaching brands in the market. With over 90 years of history, we operate across more than 100 units in 8 Brazilian states and the Federal District. We offer both in-person and live online classes, combining quality education with social initiatives, technology, and innovation.
João Silva
Indeed · HR
João Silva
Indeed · HR
