Support Analyst

Description

Job Summary: The Hardware Support and Maintenance Analyst ensures equipment availability and functionality by performing diagnostics, maintenance, and on-site support. Key Highlights: 1. Responsible for installation, configuration, and delivery of various equipment. 2. Performs hardware and software fault diagnosis and correction. 3. Focuses on delivering a positive user experience and problem resolution. Hardware Support and Maintenance Analyst **Location:** Sumaré \- inland São Paulo **Work Model:** On-site **Experience Level:** Mid-level (junior candidates with solid technical foundation and willingness to learn are also welcome) **Working Hours:** 8:00 AM – 6:00 PM Monday through Thursday; 8:00 AM – 5:00 PM on Friday About the Role The Hardware Support and Maintenance Analyst is responsible for ensuring the availability, installation, and full functionality of equipment used by our clients. The role involves field and/or base operations, including diagnostics, preventive and corrective maintenance, component replacement, equipment configuration, and on-site user support. This position requires external travel to client sites. A valid Brazilian driver’s license (Category B) is mandatory. Main Responsibilities Install, configure, and deliver notebooks, desktops, printers, tablets, and peripherals (rollout). Perform hardware and software fault diagnosis and correction. 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 company-provided or approved transportation per internal policy). Accurately record activities and technical reports in the ticketing system. Support technical inventory management and 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 Previous experience in technical support or hardware maintenance. **Knowledge in:** Hardware architecture (analysis and troubleshooting) Windows 10/11 installation/configuration Microsoft Office / Microsoft 365 TomTicket or similar service request management tools Power BI (basic visualization, reading and updating dashboards) Valid 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). Field Service experience. Experience with inventory control or repair centers. Basic networking knowledge. What We Seek in This Professional Hands-on, resilient profile with delivery orientation. Organized and disciplined technical documentation practices. Ability to communicate empathetically with users across diverse departments. Proactive mindset toward continuous improvement and standardization of best practices. What We Offer? ?️ Meal Voucher ? Transportation Voucher ?️‍ ️ Wellhub ? Telemedicine ? Dental Care ? Day Off ??‍ ️ SESC Partnership ? Access to the Sólides Academy platform