Field Service Analyst

Description

Job Summary: Join an engaged team committed to continuous learning to deliver excellence in IT infrastructure, security, and monitoring—always striving for specialization. Key Highlights: 1. Make things happen within a highly engaged team 2. Promote high-quality IT infrastructure, security, and monitoring 3. Continuously pursue specialization in one's area of expertise **Description** Make things happen within a highly engaged team that learns every day, delivering high-quality and excellent IT infrastructure, security, and monitoring to our customers. Thus, we expect you to engage with us as someone who strives to deliver the best—for yourself, our customers, and our Strati team—continuously seeking, in all its forms, expertise in your field. **Responsibilities and Duties** **On\-Site Technical Support (Core)** Respond to on\-site technical support tickets for operating systems (Windows 10/11, MAC), Office 365 tools, email, and cloud storage; Perform advanced hardware troubleshooting (desktops, notebooks); Support diagnosis and resolution of network connectivity issues (cabling, switches, access points, Wi\-Fi, and data collectors); Provide first\- and second\-level support to end users and local networks. **Asset and Infrastructure Management** Conduct physical IT asset inventory at the operational location; Track and document equipment movements; Support the NOC team locally in network and server administration. **Process Automation and Improvement** Identify optimization opportunities and propose proactive improvements; Collaborate with NOC, Service Desk, and infrastructure teams to resolve complex incidents. **Documentation** **and Standardization** Produce detailed technical documentation for incidents, solutions, and configurations; Strictly follow procedures and standards established by Strati and the client; Record all activities in an ITSM system (ServiceNow, GLPI, Jira Service Desk, Movidesk, or similar). **Communication** **and Relationship Management** Maintain direct interface with end users, ensuring empathetic and effective service; Report to the Strati Manager, providing activity status updates and proactive alerts; Build trust\-based relationships with client stakeholders. **Requirements and Qualifications** Bachelor's degree completed or in progress in Information Technology, Computer Networks, Information Systems, or related fields; Proven experience in IT technical support and Field Service or on\-site support roles; Experience in medium\- to large\-scale corporate environments (300+ users); **Operating Systems** Proficiency in Windows 10/11: Installation, configuration, advanced troubleshooting, Group Policy (GPO); Basic MAC OS knowledge for support purposes. **Networks and Connectivity** Foundational networking knowledge: OSI/TCP\-IP model, IP addressing, subnets, DHCP, DNS, gateway; Basic VLAN knowledge (concepts and application); Switch, access point, and Wi\-Fi troubleshooting (SSID, security); Identification of physical issues and structured cabling; Basic knowledge of routers and firewalls. **Hardware and Peripherals** Experience assembling, disassembling, diagnosing failures, and replacing components (HDD, memory, power supply); Printer and driver troubleshooting experience; Data collector troubleshooting experience (logistics environment); Basic server hardware knowledge and reboot procedures. **Tools and Software** ITSM systems: ServiceNow, GLPI, Jira Service Desk, Movidesk, or similar; Remote access tools: TeamViewer, AnyDesk, RDP, VNC; Office 365 suite: Account configuration, Outlook, OneDrive, troubleshooting; Antivirus/Antimalware: Installation, updating, threat removal; Asset inventory tools.