Analista De Tech Support - Field Services

Relevo; São Paulo; Presencial; BRL 20.000 - 80.000; Tempo integral

Resumo da oferta

A technology company in São Paulo is seeking a Field Support Specialist to provide on-site technical support and training, manage server and storage solutions, and ensure the stability of IT environments. The ideal candidate will have a Bachelor's degree in IT, a minimum of 2 years of experience, and solid knowledge of networking technologies and troubleshooting practices. Certifications such as CCNA or CCNP are preferred. This role requires excellent communication skills and a strong customer service orientation.

Qualificações

• Minimum of 2 years experience in IT industry as technical engineer.
• Knowledge of network best practices, TCP/IP, and common protocols.
• Certifications such as CCNA or CCNP are desired.

Responsabilidades

• Provide on-site technical support and training for customers.
• Manage storage, backup, and server virtualization solutions.
• Monitor new service implementations and ensure environmental stability.

Conhecimentos

Technical support

Analytical skills

Troubleshooting

Communication skills

Interpersonal skills

Formação académica

Bachelor's Degree in IT or equivalent

Postgraduate degree in IT

Ferramentas

Service Now

Microsoft Windows Server

MS Office Tools

Descrição da oferta de emprego

Responsibilities:

Face-to-face engagement (on-site support) with Customer to provide Technical Support

In charge of or assist on POC (Proof of Concept), Demonstration, Presentation, technical exchanges, tracking and fixing technical issue, training partner and customer.

Technical support by phone, email and another remote way.

Provide training to internal and external end users/partners.

Candidate must possess at least a Bachelor's Degree, Post Graduate Diploma, Professional Degree, Engineering (Computer/Telecommunication) or equivalent.

Minimum of 2 years experiences in IT industry as technical engineer is required, including solid knowledge of network best practices. Thorough understanding of TCP/IP, including common protocols, applications, routing, and the OSI Model.

Knowledge of firewall, UTM, Network Security technologies or Wireless Technologies and know well about main stream network equipment (likes used etc. Cisco, Juniper, Fortinet, Bluecoat, Riverbed, Aruba, Ruckus).

Have strong analytical and problem-solving skills and a solid understanding of how to troubleshoot technical issues that involve network products.

Certifications such as CCNA or CCNP along with proven experience will be helpful and desired.

• Excellent oral and written communication skills.

Training and Technical support expert

As an Field Support Specialist, you will be the focal point for ensuring the stability, security and efficiency of the company's all-areas. This role is critical to advanced technical support, administration and ongoing optimization of all infrastructure. We are looking for an experienced professional who can lead improvement initiatives and provide innovative solutions.

Responsibilities:

• Prepare projects and technical specifications, install, configure, provide support and manage various operating systems, access solutions, antivirus and specific applications.
• Manage storage, backup and server virtualization solutions.
• Work in administration and deployments of Microsoft, Linux, Vmware and Hyper-V Servers.
• Monitor the implementation of new services in the environment, aiming to assimilate new technologies.
• Maintain all environments managed, keeping them updated and configured in accordance with customer guidelines and best market practices.
• Monitor and test environmental continuity procedures, recording them.
• Develop and distribute software/configuration packages on a large scale.
• Install and maintain server hardware.
• Interact with manufacturers and service providers if necessary.
• Provide support to the service desk in incidents and problems in order to resolve issues that exceed the solution conditions in that area.
• Analyze the problems presented, opening problems in the company's support system, aiming for their resolution.
• Analyze and research causes, solutions, technologies and costs involved in solving the problems encountered.
• Recommend environmental improvement solutions.
• Perform hands-on fixes, including installing and upgrading software, installing hardware,
• Owns and drives issues to resolution including escalation to specialized resources within the broader IT organization. Remains engaged on issues until resolution.
• Provide Tier 2 technical support for client facilities such as video conferencing and audio conferencing services.
• Lead, coordinate and participate in improvements as they relate to the on-site IT environment.
• Serves as an advocate for the organization’s information security management system. Assists customers to work efficiently within the ISMS framework.
• Test fixes to ensure problems have been adequately resolved.
• Perform post-resolution follow-ups to customer requests.
• Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Field incoming requests from customers via both telephone and e-mail in a courteous manner.
• Build reports with customers.
• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Prioritize and upscale problems (when required).
• Record, track, and document problem-solving processes, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Understands the essential responsibilities of the position and works to continuously to build and improve the skills necessary to be proficient in the role.
• Supports operates and maintains AV equipment for live meetings and events.
• Provides support and demonstrates expert knowledge for online webinar tools and applications.

Job Holder Requirements

• Exceptional written and oral communication skills
• Exceptional interpersonal skills, with a focus on listening and asking probing questions as appropriate.
• Ability to conduct research into a wide range of computing issues as required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language to non-technical staff and end users.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation.
• Ability to represent and advocate for both the policies and procedures of the IT organization the end users’ perspective.
• To resolve assigned tickets in adherence to agreed SLA and quality standards of the company
• To maintain high login Efficiency (Availability) for customers
• To resolve tickets within agreed SLA of ticket volume and time
• To adhere to quality standards (voice and accent, Tech Monitoring), regulatory requirements and company policies
• To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time (AHT), rejected resolutions / Reopen Cases
• To update worklogs and follow shift/ escalation process and process compliance
• Work on value adding activities such Knowledge base update & self-development.

Technical & Personal Skills:

• Consistently demonstrates a positive attitude and approach.
• Demonstrates enthusiasm and dedication.
• Consistently displays initiative by proactively providing solutions and driving long term objectives toward completion.
• Demonstrates empathy and focuses on the needs of internal and external clients/contacts where relevant.
• Focuses on what can be done. When a problem exists, suggest a solution.
• Builds relationships with stakeholders.
• Maintains a courteous and professional manner in all dealings.
• Complete higher education.
• Postgraduate degree in IT is desirable.
• Microsoft or Vmware certification preferred
• Microsoft Windows server Support
• MS Office Tools, O365, SharePoint, Teams
• Hardware Support
• Network Support and Troubleshooting
• Peripheral Support
• Tickets Tools Knowledge (Service Now)

Language Requirements :