IT Support Analyst I

Meta IT North America; São Paulo; Teletrabalho; BRL 30.000 - 50.000; Tempo integral

Resumo da oferta

A leading company seeks an IT Support Analyst to assist internal employees with technical issues. Responsibilities include managing support tickets, troubleshooting hardware/software, and providing excellent customer service. Join a dynamic team with opportunities for growth and innovation.

Qualificações

• 2 to 3 years experience with PCs, Windows, Mac, Linux.
• Fluency in English, both spoken and written.

Responsabilidades

• Provide technical support for internal customers via multiple channels.
• Manage ticketing system and assist with user onboarding/offboarding.
• Troubleshoot hardware/software issues for various devices.

Conhecimentos

Customer Service

Communication

Problem Solving

Technical Support

Ferramentas

Active Directory

Google Workspace

VMware

Python

Descrição da oferta de emprego

Summary: This position will serve the company’s broad range of IT needs, including ticketing system management, new user setup, fielding service desk calls, and other technical responsibilities.

An IT Support’s primary duty is to assist internal employees. The IT Support Analyst will track all instances of support by creating IT tickets using ticket-tracking software. They will update the status of each ticket as they successfully assist each user with their issues. Their assistance may be in person, over the phone, or on video chat applications. Good customer service skills are essential for IT Support staff.

What Will You Be Involved With?

• Provide technical software support issues for internal customers, submitted via phone, email and instant messaging, and resolve technical software tier one support issues as-needed
• End-user hardware/software (Mac, Windows, Linux) support, including configuration and troubleshooting of laptops and mobile devices
• New user setup of hardware, software, operating systems, account management and setting up corporate and test environments
• End-user hardware/software support including troubleshooting and configuration of mobile devices
• Active Directory and Google Workspace (aka GSuite) administration
• Virtualization (VMWare, Nutanix, Microsoft)
• Asset management of inventory and all IT related equipment
• Onboarding and offboarding users
• Ticketing system management
• Create and maintain documentation for supported systems; documents will be for a variety of audiences including end users
• Work closely and collaboratively with Global team to facilitate operational coverage
• Completes all daily tasks and projects as requested, on-time, and with attention to detail and quality
• The ability to lift items up to 30 pounds (Required in the handling of PC and Server hardware)

What Will You Bring to the Table?

• Must be fluent in English, both spoken and written
• 2 to 3 years experience working with and troubleshooting PCs, Windows Laptops, Macbooks, Linux and Mobile devices
• Experience installing and troubleshooting issues with hardware and software including, Google Workspace, Microsoft (Windows, Office, and Server), Mac OS and Linux.
• Knowledge of office hardware, monitors, and common cables (HDMI, Display, Lightning Cables, USB-C, etc.)
• Familiar with a scripting language (e.g., Python, Powershell, etc.) both for automation and maintenance preferred
• Intermediate experience with Microsoft Active Directory and Google Workspace (fka GSuite) account management/administration
• Fluency with network concepts such as IP addressing and DHCP
• Well-spoken and ability to efficiently communicate with employees across all offices and departments
• Ability to listen, understand, assess, and assist with any customer issues, asking questions as needed and giving detailed directions in response
• Ability to work outside of local business hours on an as-needed basis

Main assignments:

Provide support to users in low complexity service requests;

Perform installation and maintenance activities on computers;

Guide and clarify technical doubts to customers regarding service requests, assist in conducting tests;

Install and adjust programs, printers, hardware, internal systems, as needed by the user;

Perform preventive maintenance on machines and daily checklist routine;

Collect feedback on processes aimed at continuous improvement;

Ensure user satisfaction and maintain the list of service requests within the SLA.

Why build your carrer at Meta?

We offer autonomy, clear goals and a dynamic and challenging environment, where professionals have the opportunity to interact with different technologies, participate in all types of projects, bring new ideas and work from anywhere in Brazil and (why not?) anywhere in the world. In addition, we are one of the best companies to work for in Brazil according to Great Place to Work and one of the 10 fastest growing technology companies in the country for 3 consecutive years, according to Anuário Informático Hoje.

What are our values?

- We are people serving people

- We all think and act like owners

- We are hungry for performance

- We grow and learn together

- We pursue excellence and simplicity

- We have innovation and creativity in our DNA

All people are welcome regardless of their condition, disability, ethnicity, religious belief, sexual orientation, appearance, age or others. We want you to grow up with us in a welcoming environment full of opportunities.

You can recommend someone directly to this job by sending their resume to the email below

Meta IT is a technology and innovation company dedicated to digital transformation (DX). From crafting digital strategies to delivering comprehensive technological solutions, we approach every project with a human-centered perspective.
With 34 years of experience, our global presence extends to over 300 clients across 8 countries. We boast a team of 3,000 professionals spanning 350 cities and 14 countries.

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