It Services Support

Tricon Energy; São Paulo; Presencial; BRL 50.000 - 70.000; Tempo integral

Resumo da oferta

A global commodity trading firm in São Paulo is seeking a skilled IT Support Specialist to optimize their computing environments. The role involves resolving technical issues, managing end-user requests, and implementing infrastructure changes. Ideal candidates should hold a degree in computer science or equivalent experience and possess strong technical knowledge alongside excellent communication skills. Proficiency in English is required, with Spanish as a plus. This position offers opportunities for professional growth in a dynamic environment.

Qualificações

• 5+ years of equivalent work experience in IT support and troubleshooting.
• Certifications in CompTIA Network+ and ITIL Foundations required.
• Intermediate/advanced English and preferred intermediate Spanish.

Responsabilidades

• Assist in developing hardware and infrastructure strategies.
• Conduct product research and write technical specifications.
• Perform analysis and resolution of complex PC/Application issues.

Conhecimentos

Communication skills

Technical PC support

Troubleshooting LAN/WLAN connectivity

Customer service skills

Formação académica

College diploma or university degree in computer science

Ferramentas

SAP B1

SQL reporting

Operating systems (TCP/IP, ICMP)

Descrição da oferta de emprego

Overview

Tricon Energy is a rapidly growing commodity trading and distribution firm with over 20 offices internationally and is active in over 100 countries.

We add value through our unique advantages in financing, logistics, market intelligence, and risk management for petrochemical, polymer, raw material, and liquid fuel producers and consumers.

Annually, Tricon handles over 10 million metric tons of products with cumulative revenues of nearly 10 billion dollars.

Responsibilities

Strategy & Planning

• Assist in developing long‑term strategies and capacity planning for meeting future hardware and infrastructure needs.

Acquisition & Deployment

• Conduct research on PC products in support of procurement and development efforts.
• Evaluate and recommend products for purchase.
• Write technical specifications for purchase of PCs, desktop / laptop hardware and related products.
• Communicate and document proposed infrastructure changes in advance of any implementation based on needs of the business in collaboration with the Corporate Office review directly involving the Tricon IT Director.

Operational Management

• Perform onsite / remote analysis, diagnosis, and resolution of complex PC / Application problems for end users, and recommend and implement corrective solutions, including off‑site repair for remote users as needed.
• Document, track and monitor problems to ensure timely resolution through the Service Desk system (Autotask and IT Glue).
• Install, configure, test, maintain, monitor, and troubleshoot end‑user workstations and related hardware and software in order to deliver required service levels.
• Assess the need for and implement performance upgrades to user hardware, including the installation of software and evaluation of hardware performance, age and reliability for business production and travel requirements.
• Consistently demonstrate ability to manage time, ticket management, workload, priority and assignments to ensure a timely resolution for customer issues.

Incident / Event / Problem Management

• Collaborate with Corporate IT Services Team and partner/vendors to ensure efficient operation of the company's local and remote computing environments.
• Where required, administer and resolve issues with associated end‑user workstation networking software products.
• Answer to and perform moves, additions, and change requests as they are submitted by line managers.
• Ensure that physical and logical health of hardware / software are in proper working order by auditing software installation / patching, anti‑virus / malware reporting, asset management reports, incident / ticket volume and assignment.
• Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring hardware / software operations using available ticketing system and reporting software associated with various products.
• Develop and maintain an inventory of all monitors, keyboards, laptops, desktops, printers, switches, firewalls and other components and network equipment in asset management systems.
• Accurately document instances of end‑user equipment or component failure, repair, installation, removal and warranty replacement.
• When necessary, liaise with third‑party support and vendors.

Position Requirements

Knowledge & Experience

• College diploma or university degree in the field of computer science and / or (5) years equivalent work experience.
• Progress or certifications in CompTIA Network+ and ITIL Foundations Certification.
• Excellent communication, documentation, and customer service skills.
• English intermediate / advanced is required.
• Spanish intermediate is preferred.
• Excellent technical knowledge of PC support including remote support and troubleshooting.
• SAP Tier 1 Support.
• SQL reporting.
• SAP B1 preferred.
• Hands‑on and remote troubleshooting experience using the OSI model for logical variable elimination and basic familiarity with ITIL Problem Management.
• Extensive troubleshooting support experience with local and remote network LAN / WLAN connectivity.
• Working technical knowledge of current protocols, operating systems, and standards, including TCP / IP, ICMP, System Restore, Imaging, Virus / Malware remediation, basic firewall and switch management.
• Ability to operate tools, components, and peripheral accessories.
• Dedicated interest in goal‑oriented career path and certification.

Personal Attributes

• Ability to conduct research into PC issues and products as required.
• Effective interpersonal skills and team‑oriented relationship‑building skills working with remote members not centrally located.
• Strong written and oral communication skills.
• Ability to present ideas in user‑friendly language.
• Understanding of the organization's goals and objectives.
• Analytical and problem‑solving abilities, with keen attention to detail and professional time‑management abilities.
• Self‑motivated and directed, with the ability to effectively prioritize and execute tas.