It Service Desk Administrator - Pcd

Page Personnel; São Paulo; Presencial; BRL 60.000 - 80.000; Tempo integral

Resumo da oferta

A leading recruitment agency is seeking qualified candidates for a Technical Support Engineer position in Brazil, focused on providing both on-site and remote IT support. The role involves troubleshooting network issues, ensuring customer satisfaction, and engaging with global teams. Candidates should have a relevant degree, experience with networking technologies, and strong communication skills in English. This is a unique opportunity to work within a supportive environment, managing various IT functions.

Qualificações

• 2+ years of experience in IT industry as a technical engineer.
• Knowledge of TCP/IP, protocols and routing.
• English proficiency required; Portuguese/Spanish a plus.

Responsabilidades

• Provide technical support by phone, email and remote methods.
• Engage with customers to provide on-site support.
• Document events and keep ticketing systems updated.

Conhecimentos

Technical support and troubleshooting

Networking knowledge

Customer service

Analytical skills

Formação académica

Bachelor's degree in Computer Science or related field

Ferramentas

Cisco

Juniper

Fortinet

Descrição da oferta de emprego

Responsibilities & Qualifications (consolidated)

Note: This description contains multiple IT and technical support roles with responsibilities, qualifications and benefits across regions. The content includes responsibilities, required skills, and company information relevant to the roles described.

Technical Support Engineer - LATAM / IT Support Roles

Responsibilities:

• Face-to-face engagement (on-site support) with customers to provide technical support.
• Conduct POC, demonstrations, presentations, technical exchanges, issue tracking and resolution, and training for partners and customers.
• Provide technical support by phone, email and other remote methods; provide training to internal and external end users/partners.

Qualifications:

• Bachelor’s degree, postgraduate diploma, professional degree or engineering (Computer/Telecommunication) or equivalent.
• Minimum 2 years of IT industry experience as a technical engineer with solid knowledge of network best practices; thorough understanding of TCP/IP, protocols, routing and OSI model.
• Knowledge of firewall/UTM, network security technologies or wireless technologies; familiarity with main network equipment (Cisco, Juniper, Fortinet, Bluecoat, Riverbed, Aruba, Ruckus).
• Strong analytical and problem-solving skills; ability to troubleshoot network-related issues.
• Certifications such as CCNA or CCNP are helpful and desired.
• Excellent oral and written communication skills.

Note: Additional regional specifics (e.g., LATAM) are included in the following sections under each role.

IT Support Specialist / IT Service Desk / Operations Roles

Responsibilities:

• Provide direct IT end-user support for office-based and remote users, covering Windows, macOS and UNIX platforms; support peripherals and networking devices.
• Provide technical training to employees; draft and maintain technical documents and problem analyses; participate in onboarding/offboarding processes and asset management.
• Procure IT equipment and software; maintain inventory and asset lists; ensure timely resolution of blockers and incidents; escalate to management when needed.
• Collaborate with HR and office administration to support IT aspects of new hires and departures.
• Propose improvements; support project implementations; ensure compliance with operational standards; work with global teams.

Qualifications:

• Solid understanding and troubleshooting of computer hardware and peripherals; experience in Windows and macOS in a domain environment; basic TCP/IP networking and DNS understanding; familiarity with IT security concepts.
• Experience with collaboration tools and cloud platforms; strong customer-facing communication; ability to work independently and in teams; willingness to learn new technologies.
• English proficiency (spoken/written) is required; Portuguese/Spanish are assets; Chinese language skills are an advantage depending on role.
• Experience with IT asset management, ITIL/PMP certifications are a plus.
• Strong organizational skills and ability to manage multiple tasks and projects.

What you’d be responsible for (selected examples):

• Provide end-user support for office and remote users; support hardware/software on Windows, macOS and UNIX.
• Support peripherals, networking devices, AV equipment and other IT assets.
• Document events and changes in ticketing systems; keep documentation up to date.
• Set up new computers, perform OS/software upgrades, and manage onboarding/offboarding of staff.
• Maintain asset lists and procurement; manage stock and vendor relations.
• Provide technical training to employees and support continuous improvement initiatives.

It Service Operations Engineer

Experience & Requirements:

• Experience in IT service management, with preference for those who have managed BPO/outsourced teams.
• Data analysis skills; familiarity with ITIL methodology; ability to convert complex service scenarios into standard SOPs.
• Experience serving executives (VIPs) and handling sensitive user complaints.
• Bachelor’s degree in Computer Science, IT, or related field; fluency in English; knowledge of Chinese languages is a plus.
• Proficiency with asset management, desktop operations, and conference room operations; ITIL and PMP certifications are advantageous.
• Strong communication, team management, problem-solving and project collaboration skills.

Job Highlights & Company Info:

• Keeta is an independent brand of Meituan, focusing on international food and consumer product delivery services.
• Office-based and hybrid opportunities; international exposure with global teams.

Please submit your CV in English when applying for this vacancy.

Operations Manager - Service Desk

Key responsibilities:

• Provide timely reporting to senior management; plan strategies to ensure account profitability; manage client interactions and escalations.
• Coordinate reviews with Account Managers and other departments; monitor SLA adherence and daily productivity; perform audits on compliance requirements.
• Coach and monitor team leads and AMs; develop continuous learning processes; ensure delivery meets client quality standards.
• Represent the organization during client visits; lead process improvement projects; maintain SOPs and compliance standards.
• Partner with stakeholders to implement digital tools and automation; monitor KPIs and prepare improvement dashboards; train teams on process excellence.

Qualifications:

• Bachelor’s degree in Business, Engineering or related field; 3–5 years in process improvement within BPS or shared services; Lean Six Sigma or similar certification preferred.

IT Service Operations Engineer (Additional)

Experience background:

• Experience in IT service management; data-driven service management; ITIL knowledge; experience with SOP documentation and VIP support.
• Fluency in English required; Mandarin/Portuguese skills are a plus; experience in Chinese enterprises preferred.
• Good communication and team management skills; strong problem-solving and project collaboration abilities.

Job Description (External Posting):

• Bachelor’s degree in related field; IT service management experience; Chinese enterprise experience preferred; English fluency required; Mandarin/Portuguese proficiency depending on role.

IT Service Operations Engineer (Onsite Lead) – Brazil/Overseas

Overview:

• Manage onsite IT service teams abroad; handle desktop operations, asset management and conference room operations; ensure IT systems and equipment are maintained and issues resolved quickly.
• Manage SLAs, track performance, drive improvement projects, and optimize service processes.
• Oversee service providers and team members including workforce planning, recruitment, training, performance management and succession planning.

Job Requirements:

• Bachelor’s degree in Computer Science, IT or related field; 3+ years in IT service management; overseas experience preferred.
• Fluency in Portuguese and English preferred; familiarity with desktop operations, asset management and conference room operations.
• ITIL/PMP certifications advantageous; strong communication and project management skills.

Company Highlights:

Keeta/Meituan Group – global tech-enabled service provider.