Hardware Support Analyst

Description

Job Summary: The Hardware Support and Maintenance Analyst ensures equipment availability and full functionality, performing field and/or on-site diagnosis and support. Key Highlights: 1. Field operations with on-site user support 2. Preventive and corrective hardware and software maintenance 3. Participation in continuous improvement projects About the Role The Hardware Support and Maintenance Analyst is responsible for ensuring the availability, installation, and full functionality of equipment used by our customers. The role involves field and/or base operations, including diagnosis, 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). Diagnose and resolve hardware and software failures. Perform preventive and corrective maintenance, including component replacement and firmware updates. Respond to service requests via the TomTicket system and in person, meeting defined SLAs. Travel to client locations for on-site support (using personal vehicle or internal transportation policy). Accurately record activities and technical reports in the ticketing system. Support inventory management and technical stock control. Use Power BI to monitor operational metrics and simple dashboards (e.g., ticket volume, SLA compliance, failure types). Participate in fleet replacement, technical standardization, and continuous improvement projects. Ensure positive user experience, clear communication, and solution-oriented focus. Required Qualifications Prior experience in technical support or hardware maintenance. **Knowledge in:** Hardware architecture (failure analysis and resolution) Windows 10/11 installation/configuration Office Suite / Microsoft 365 TomTicket or similar service request management tools Power BI (basic visualization, reading, and dashboard updates) Brazilian driver's license (Category B) — mandatory — and availability for travel. Strong communication skills, organization, and professional demeanor. Preferred Qualifications Certifications (Dell, Lenovo, HP, Microsoft, or similar). Experience in Field Service. Experience with inventory control or repair centers. Basic networking knowledge. What We Seek in This Professional Hands-on, resilient profile with delivery orientation. Organization and discipline in technical documentation. Ability to communicate empathetically with users across diverse departments. Proactivity in driving continuous improvements and standardizing best practices.