FIELD SERVICES SUPPORT TECHNICIAN - FIELD

Description

Job Summary: We are seeking a Field Services Support Technician to analyze, diagnose, and resolve technology-related incidents and service requests, ensuring SLA compliance and system functionality. Key Highlights: 1. Working as a Field/Field Technician 2. Incident and service request management and support queue handling 3. End-user support and hardware/software maintenance **Overview** --------------- We seek a Field Services Support Technician responsible for analyzing, diagnosing, and resolving technology-related incidents and service requests. This professional will manage the incident queue using ITSM tools, monitor the full lifecycle of service tickets, and ensure adherence to agreed SLAs. Additionally, they will conduct laboratory testing to analyze and resolve hardware and software issues, provide end-user support, and guarantee optimal operation of the organization's equipment and systems. Residency in the **PALMAS/TO** region is required. **Responsibilities and Duties** ----------------------------------- * Provide technical support to employees, ensuring all work devices are fully functional and properly configured. * Manage incident tickets and support queues, ensuring achievement of agreed performance metrics. * 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 IOPs (Instructions of Procedures) to standardize task execution and ensure knowledge sharing. * Install software and perform hardware maintenance **Requirements and Qualifications** ------------------------------ * Experience as a Field/Field Technician. * Specific knowledge (tools, languages, certifications): * Proficiency in operating system installation and configuration. * Experience with cabling and telephony is a plus. * Knowledge of Windows 10\. Ability to perform user data migration, backups, administrative tools, and registry operations. * Basic understanding of Active Directory (AD), including adding/removing devices from the domain. Basic knowledge of configuring Exchange Server and BES accounts. * Fundamental networking knowledge (e.g., static/dynamic IP configuration, basic commands such as ipconfig /release /renew). * Microsoft Office Suite (especially Outlook – profile creation and Exchange account maintenance; Excel – basic formula knowledge). * Laboratory environment experience, performing hardware analysis, testing, and diagnostics. * Handle incidents and service requests, monitor SLAs, and provide 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 Insurance; * Pharmacy Benefit 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 trends in the technology market; Minimum Education Level: Bachelor's Degree Preferred Education: Information Technology, Bachelor's Degree Driver’s License: Class B