FIELD SERVICES SUPPORT TECHNICIAN - FIELD

Description

Job Summary: We are seeking a Field Services Support Technician to analyze, diagnose, and resolve technology incidents and service requests, managing tickets and providing end-user support. Key Highlights: 1. Field Services experience with incident ticket management and SLA governance. 2. Responsible for hardware and software problem analysis and resolution. 3. End-user support and management of the equipment and systems fleet. **Overview** --------------- We seek a Field Services Support Technician (field-based) responsible for analyzing, diagnosing, and resolving technology-related incidents and service requests. This professional will manage the IT service ticket queue via an ITSM tool, overseeing the entire service lifecycle and ensuring compliance with agreed-upon SLAs. Additionally, the role includes performing laboratory testing for hardware and software issue analysis and resolution, delivering end-user support, and ensuring full operational functionality of the equipment and systems fleet. Candidates must reside in the **LONDRINA/PR** region. **Responsibilities and Duties** ----------------------------------- * Provide support to employees, ensuring all work devices are properly configured and fully functional. * Manage incident tickets and service queues, meeting agreed performance indicators. * Support other IT areas during crises, projects, changes, and technology environment testing. * Manage equipment inventory, ensuring accurate asset tracking and maintenance. * Create, update, and execute SOPs (Standard Operating Procedures) to standardize tasks and ensure knowledge consistency. * Software installation and hardware maintenance. **Requirements and Qualifications** ------------------------------ * Experience as a Field Technician. * Specific knowledge (tools, languages, certifications): * Proficiency in operating system installation and configuration. * Experience with cabling and telephony is a plus. * Windows 10 knowledge. Ability to perform data migration, user backups, 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: profile creation and Exchange account maintenance; Excel: basic formula knowledge). * Laboratory environment experience: performing hardware analysis, testing, and diagnostics. * Handling incidents and service requests, monitoring SLAs, and supporting end users. * 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 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 emerging technology market trends; Minimum Education Level: Bachelor's Degree Preferred Fields of Study: Information Technology, Bachelor's Degree Driver’s License: Class B