Desktop Support Engineer / Técnico de Suporte de TI

Sharp Brains; Simões Filho; Presencial; BRL 60 000 - 90 000; Tempo parcial

Resumo da oferta

Sharp Brains is seeking an experienced Onsite Deskside Support Engineer (L1/L2) to provide hands-on technical support in a corporate environment. The role covers desktop and laptop hardware, software, and connectivity issues, and requires strong experience with EUC technologies and ITIL-based service management.

You will manage device lifecycle, execute OS imaging and patching, and use SCCM, Intune, ServiceNow, and Active Directory for ticket resolution and asset tracking.

Qualificações

• 2+ years of experience in Desktop / Deskside / EUC Support.
• Strong hands-on with Windows OS, hardware troubleshooting, and software support.
• Experience with SCCM, Microsoft Intune, ServiceNow, and Active Directory.
• Knowledge of IMAC, break/fix, OS imaging, patching, and asset management.
• Experience supporting Microsoft Office, Outlook, VPN, printers, scanners, and peripherals.
• Good understanding of ITIL processes and corporate IT environments.
• Strong communication, troubleshooting, and customer service skills.
• Ability to work independently onsite and handle priority/VIP support requests.
• Basic familiarity with Mac devices and mobile device support is preferred.

Responsabilidades

• Provide end-to-end technical support for desktop and laptop hardware, software, and connectivity issues.
• Manage the desktop device lifecycle, including configuration, OS imaging, patching, and hardware replacement.
• Use SCCM, Microsoft Intune, and ServiceNow for device management, asset tracking, and ticket resolution.
• Install, update, and maintain approved software and security patches in line with IT policies.
• Provide deskside and remote support for Windows OS, MS Office, Outlook, VPN clients, and other EUC applications.
• Support printers, scanners, mobile devices, and other IT peripherals.
• Assist with Active Directory tasks, basic user account administration, and smart hands activities.
• Provide VIP support and act as primary onsite contact during critical incidents and escalations.
• Ensure compliance with security policies, antivirus requirements, and desktop standards.
• Maintain accurate documentation of incidents, asset inventory, troubleshooting procedures, and technical guides.
• Follow ITIL best practices for incident, problem, and service request management.

Conhecimentos

Desktop / Deskside / EUC Support

Ferramentas

SCCM

Microsoft Intune

ServiceNow

Active Directory

Descrição da oferta de emprego

Job Type: Dispatch (On Call) / Freelance Contract

Work Model: Onsite

Job Summary

We are seeking an experienced Onsite Deskside Support Engineer (L1/L2) to provide hands‑on technical support to end users in a corporate environment. The ideal candidate will have strong experience in desktop support, IMAC, break/fix, EUC technologies, and ITIL-based service management.

Key Responsibilities

• Provide end-to-end technical support for desktop and laptop hardware, software, and connectivity issues.
• Manage the desktop device lifecycle, including configuration, OS imaging, patching, and hardware replacement.
• Use SCCM, Microsoft Intune, and ServiceNow for device management, asset tracking, and ticket resolution.
• Install, update, and maintain approved software and security patches in accordance with IT policies.
• Provide deskside and remote support for Windows OS, MS Office, Outlook, VPN clients, and other EUC applications.
• Support printers, scanners, mobile devices, and other IT peripherals.
• Assist with Active Directory tasks, basic user account administration, and smart hands activities.
• Provide VIP support and act as the primary onsite contact during critical incidents and escalations.
• Ensure compliance with security policies, antivirus requirements, and desktop standards.
• Maintain accurate documentation of incidents, asset inventory, troubleshooting procedures, and technical guides.
• Follow ITIL best practices for incident, problem, and service request management.

Required Skills & Experience

• 2+ years of experience in Desktop / Deskside / EUC Support.
• Strong hands‑on experience with Windows OS, hardware troubleshooting, and software support.
• Experience with SCCM, Microsoft Intune, ServiceNow, and Active Directory.
• Knowledge of IMAC, break/fix, OS imaging, patching, and asset management.
• Experience supporting Microsoft Office, Outlook, VPN, printers, scanners, and peripherals.
• Good understanding of ITIL processes and corporate IT environments.
• Strong communication, troubleshooting, and customer service skills.
• Ability to work independently onsite and handle priority/VIP support requests.
• Basic familiarity with Mac devices and mobile device support is preferred.

Ideal Candidate

A customer-focused IT professional who is comfortable working in a fast‑paced onsite environment, resolving technical issues efficiently, and providing a high standard of end‑user support.