Senior Support Technician

Description

Job Summary: The Senior Support Technician will ensure the efficient delivery of IT services, integrating business areas and technological solutions to achieve measurable digital impact. Key Highlights: 1. Promote integration between business areas and technological solutions. 2. Manage IT incidents and infrastructure. 3. Work on local IT projects. Sandvik is looking for: Senior Support Technician (Interlagos/SP) As a Senior Support Technician, you will be responsible for ensuring the efficient delivery of IT services, promoting integration between business areas and technological solutions, and ensuring that digital innovation delivers real and measurable impact to the organization. Position Responsibilities Perform activities related to the delivery of IT services, including: * Installation, configuration, asset management, and support for computers; * Basic network infrastructure, telecommunications, basic software, hardware, and servers; * Management of procurement of assets such as computers and accessories; * Ensure appropriate IT provision, guaranteeing resource availability according to business area demands; * Provide second-level incident support for computers, printers, and other connected network services and external vendors. * Be responsible for delivering IT services in the assigned area or region. * Monitor performance indicators and track delivery accuracy (Services, SLAs, Systems Operations, and IT Projects). * Manage internal and external IT vendors for all deliveries within the corresponding area or region. * Execute local IT projects, including those of medium complexity or specialization. Position Requirements Academic Qualifications * Bachelor’s degree completed in Information Technology, Computer Science, Computer Engineering, Information Systems, or related fields. * Postgraduate degree/MBA in IT Management, Project Management, or related fields is considered an advantage. Professional Experience * Solid experience managing incidents using support tools; * Experience with infrastructure (networks, servers, telecommunications, and hardware) and application/database environments. * Experience working with IT vendors, contracts, and service level agreements (SLAs). * Proven track record in local or regional projects. Technical Knowledge * Practical knowledge of incident management (logging, updating, status changes, and prioritization); * Familiarity with monitoring tools and performance indicators (KPIs); * Understanding of ITIL processes; * Knowledge of IT service management, operations, and delivery (Client Services and Service Delivery); * Awareness of information security and compliance practices. Behavioral Competencies * Strong communication and relationship-building skills with internal teams, vendors, and stakeholders; * Ability to organize, prioritize, and manage multiple demands; * Proactive identification of risks and opportunities for improvement; * Ability to work under pressure and in dynamic environments; * English – B1/B2 (Intermediate/Independent) At Sandvik, we are driven by technology, innovation, and entrepreneurship. We believe success stems from teamwork, which is why we value diversity and are committed to building an inclusive culture where everyone can be authentic and reach their full potential. We invest in mutual support, collaborative learning, and celebrate our differences. Visit our stories hub, LinkedIn, or Facebook to learn more about us.