Support Analyst

Description

Job Summary: The Hardware Support and Maintenance Analyst is responsible for ensuring the availability and full functionality of customer equipment by performing diagnostics, maintenance, and on-site support. Key Highlights: 1. On-site or base-based work involving hardware and software diagnosis and maintenance. 2. In-person user support and ticket handling via system. 3. Participation in continuous improvement and technical standardization projects. Support and Maintenance Analyst **Location:** São Paulo **Work Model:** On-site **Experience Level:** Mid-level (junior candidates with solid technical foundation and willingness to learn are welcome) **Working Hours:** 8:00 AM – 6:00 PM Monday to Thursday; 8:00 AM – 5:00 PM Friday About the Role The Hardware Support and Maintenance Analyst will ensure the availability, installation, and full functionality of equipment used by our customers. The role involves field and/or base-based work, including diagnostics, preventive and corrective maintenance, component replacement, equipment configuration, and in-person 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. Handle tickets via system (TomTicket) and in person, meeting defined SLAs. Travel to client locations for on\-site support (using company-provided vehicle or approved transportation per internal policy). Log activities and technical reports accurately and systematically 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, 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 of:** Hardware architecture (failure analysis and resolution) Windows 10/11 installation/configuration Office Suite / Microsoft 365 TomTicket or similar ticketing systems Power BI (basic visualization, reading, and dashboard updating) 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). 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. Organization and discipline in technical documentation. Ability to empathetically communicate with users across different departments. Proactivity in driving continuous improvements and standardizing best practices. What We Offer ?️ Meal Voucher ? Transportation Voucher ?️‍ ️ Wellhub ? Telemedicine ? Dental Care ? Day Off ??‍ ️ SESC Partnership ? Access to Sólides Academy platform