IT Desktop Support Engineer - One Day Visit

SkySys; São Paulo; Presencial; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

A technology solutions company in São Paulo is seeking an IT Desktop Support Engineer to provide high-quality technical support for office-based staff. The ideal candidate will manage incidents, perform hardware/software installations, and ensure compliance with service standards. Essential skills include client management and understanding of ITIL, with the ability to work both independently and as part of a team.

Qualificações

• Basic experience in IT industry.
• Handling different PC operating systems (Windows 7, 10).
• Experience supporting mobile devices including iPhone, iPad, Android.

Responsabilidades

• Provide high-quality technical support for all End User Computing devices.
• Lead the resolution of incidents, problems, and requests.
• Ensure tickets are updated on time and adhere to required SLA.

Conhecimentos

Client management & communication skills

Understanding of ITIL concept

AD / Image deployment

End-user support

Ferramentas

Service Now

SCCM

Microsoft Teams Room

Azure cloud PC

Descrição da oferta de emprego

Position : IT Desktop Support Engineer Location : On-Site in Brazil || One day visit

General training and tips shall be provided

Job Purpose : The onsite support engineer will provide high quality technical support for all End User Computing devices (Laptop, Desktop and mobility) for office-based staff at site, including leading on the resolution of incidents, problems, requests, in order to achieve high standards of customer service and deliver optimum operational and business benefits.

Operation Roles and Responsibilities

• Basic experience in IT industry
• Good client management & communication skills
• Good Understanding of ITIL concept & Service Now
• Computer OS / Peripherals troubleshooting. Asset / Inventory Management
• Ensure tickets are updated on time and adhere to required SLA.
• Handling different PC operating systems (Windows 7, 10)
• Handling end users' incidents and IMAC requests using Service NOW ticketing tool
• Performing Hardware / Software installation (understanding of deployment tools like SCCM)
• End-user support – Break fix & Service Requests
• Desktop / Laptop / Network Printers Management.
• Basic AV support for conference room& internal events using MTR (Microsoft Teams Room)
• Image Deployment using SCCM & Auto Pilot
• VDI technologies Citrix Xendesktop, Azure cloud PC.
• Laptop AV / endpoint security Management for Mcafee, Cortex XDR.
• User Data Management (OneDrive, Office 365)
• Refresh of old asset from windows 7 to windows 10.
• MTR Video conference support for meeting room and events.
• Vendor coordination for hardware / spare replacement
• Incident Management, service Request management, asset Management
• Support Queue Management to avoid and SLA misses
• Ability to work independently and in a team environment.
• Ability to communicate well with internal and external contacts.
• Provide strong customer service for internal IT teams as well as Business Partners. Work closely with the Server and Networking teams.
• Performing end to end IMAC activity including packaging un-packaging, accepting & delivery of client service assets with proper update of inventory database.
• Experience supporting mobile devices; including configuration and troubleshooting of, iPhone, iPad Android devices.
• Provide investigation, diagnosis, resolution and recovery for hardware / software problems. When unable to resolve, elevate to vendors in accordance with Help Desk escalation processes.
• Maintain overall ownership of user's issue & service ensuring that they receive resolution within a reasonable timeframe.
• Responsible for successful deployment and upgrades of laptops & workstations.
• Ability to work independently and in a team environment.