Help Desk Technician

Graded - The American School of São Paulo; Curitiba; Presencial; BRL 20.000 - 80.000; Tempo integral

Resumo da oferta

An international American school seeks an ICT Technician to provide technical support for IT services to faculty, staff, students, and parents. The role involves troubleshooting hardware and software issues, managing support requests, and maintaining IT equipment records. Candidates should have experience in hardware maintenance and strong problem-solving skills. Advanced English proficiency is desired. This position is key to the operation of the Service Desk in an educational environment.

Qualificações

• Experience with hardware maintenance and printers.
• Ability to assist in IT services for faculty, staff, students, and parents.

Responsabilidades

• Provide technical support for IT services.
• Manage the Check-In and Check-Out Process.
• Act as primary contact for Tier 1 support calls.
• Respond to help requests via email, phone, or help desk interface.
• Diagnose user issues and develop solutions.
• Maintain accurate records of user issues.
• Oversee inventory of IT equipment.

Conhecimentos

Problem-solving skills

Customer service orientation

Troubleshooting network problems

Advanced English (spoken and written)

Descrição da oferta de emprego

Overview

Primary Purpose of the Position The ICT Technician reports to the Network and Infrastructure Manager and is responsible for supporting our operation helping our clients in all IT services listed in our service catalog.

Needs to be able to help our clients in the first contact supporting all end-user technology (hardware, software or service) following the ICT Department guidelines.

The successful candidate is a customer service-oriented and hands-on professional who understands his role and responsibilities working on a critical Service Desk operation.

This position is best filled by someone who demonstrates an understanding of support routines and the priorities in an educational environment and the mission of an American International school. In addition, this technician is dedicated to student- and teaching-centered support, decision-making and prioritizing in both word and action.

Principle Duties and Responsibilities

• Provide technical support for faculty, staff, students and parents on the IT services supported by the ICT department. It includes, systems, softwares, accesses, desktops, laptops, printers, projectors, mobile devices, IP phones, access points and IoT devices;
• Execute the Check-In and Check-Out Process of faculty, staff, students and parents
• Primary point of contact for Tier 1 support calls. Be able to help our clients on the phone and using remote access tools;
• Show excellent problem-solving skills to develop and deploy technical and creative solutions to user issues.
• Respond to help requests via email, through a help desk interface, or over the phone. Register information related to the incident and determine the root cause of the problem. Develop methods and solutions to resolve the user\'s issue, and balance the flow of incoming support requests and escalations to other team members.
• Escalate tickets to IT specialists, passing on notes related to the problem, solutions that have been unsuccessful, and their understanding of the user\'s problem.
• Maintain clear and concise records of user issues with the IT services using these notes to diagnose and repair complex problems and provide their IT department with data highlighting problems reported by multiple users.
• Maintain accurate inventory of all IT equipment.

Experience

Experience working with hardware maintenance and printers.

Skills

Skills to troubleshoot network problems.

Advanced English, both spoken and written - Desired