Job Summary: We are seeking a Support Technician with a Field Services profile to analyze, diagnose, and resolve IT incidents and requests, managing tickets and providing end-user support. Key Highlights: 1. Working as Field Services for diagnosing and resolving IT incidents. 2. Managing the incident ticket lifecycle via ITSM and ensuring SLA compliance. 3. Providing end-user support and maintaining hardware and software. **Overview** --------------- We are seeking a Support Technician with a Field Services (on-site) profile, responsible for analyzing, diagnosing, and resolving technology-related incidents and requests. This professional will manage the ticket queue using ITSM, oversee the entire service lifecycle, and ensure adherence to agreed-upon SLAs. Additionally, they will conduct laboratory testing to analyze and resolve hardware- and software-related issues, provide end-user support, and ensure full functionality of the organization’s equipment and systems. Applicants must reside in the **TERESINA/PI** region. **Responsibilities and Duties** ----------------------------------- * Provide support to employees, ensuring all work devices are fully functional and properly configured. * Manage incident 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 tracking and maintenance of each device. * Create, update, and execute SOPs (Standard Operating Procedures) for task execution and knowledge sharing. * Install software and maintain hardware. **Requirements and Qualifications** ------------------------------ * Experience as a Field Technician. * Specific knowledge (tools, languages, certifications): * Knowledge of operating system installation and configuration. * Experience with cabling and telephony is a plus. * Proficiency in 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 – creating profiles and maintaining Exchange server accounts; Excel – basic formula knowledge). * Experience in a lab environment performing hardware analysis, testing, and diagnostics. * Will handle incidents, service requests, SLA monitoring, and end-user support. * 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 Assistance; * Pharmacy 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 the latest technology market trends; Minimum Education Level: Bachelor's Degree Desired Education: Information Technology, Bachelor's Degree Driver’s License: Class B
João Silva
Indeed · HR
João Silva
Indeed · HR
