IT Support Coordinator, Latin America

Egon Zehnder; São Paulo; Presencial; BRL 70.000 - 100.000; Tempo integral

Resumo da oferta

A leading consulting firm is seeking an IT Support Analyst Senior to facilitate daily IT support across its Latin America offices. This role demands strong technical expertise in desktop support, particularly in Windows and office applications, alongside a passion for helping clients and colleagues. Candidates should possess excellent communication skills in English and preferably in Spanish while demonstrating the ability to work under pressure and maintain high customer satisfaction.

Qualificações

• 3+ years of experience in desktop support in a Windows-based environment.
• Experience supporting Microsoft Windows and Office 365.
• Strong technical knowledge for second level support.

Responsabilidades

• Provide day-to-day IT support in Latam offices.
• Coordinate hardware upgrades and install/configure IT systems.
• Respond to IT breakdowns and participate in troubleshooting.

Conhecimentos

Desktop support

Excellent verbal and written English communications skills

iPhone and iPad support

Video conferencing support

Networking knowledge

Descrição da oferta de emprego

IT Support Analyst Senior, Latin America

IT Support Analyst Senior, Latin America

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Provide day-to-day IT support for the Egon Zehnder offices (Latam Region), working closely with the GSM and RSCs in the Americas regions, Global Helpdesk and Second level Digital-IT operations teams. Fulfill assigned project duties and liaise with some external support vendors to ensure the implementation of IT solutions. Provide IT support to other regions as required.

Working in concert with our Digital-IT team, the IT Support Analyst Senior will report to the IT Services Manager.

The role provides oversight of the entire scope of IT support services for his or her assigned primary offices including partnering with our Digital-IT team on remote support duties, projects, and management of support vendors. The role will also provide coverage for our Global Helpdesk during peak periods or holidays as needed.

The work typically involves:

• Coordinating hardware upgrades for computers, servers, networking equipment; installing and configuring computer hardware, software, systems, networks, printers, scanners and more following our global standards
• Maintaining records of hardware inventory, software licenses, and renewal dates
• Completing project tasks as assigned; to include testing and documenting as required
• Training, coaching and execution of standard tasks under defined processes
• Planning and undertaking scheduled maintenance upgrades
• Talking to clients and computer users to determine the nature of problems
• Responding to breakdowns; investigating, diagnosing, and solving computer software and hardware faults on complex levels
• Possess strong technical knowledge and serve as a specialist in 2nd level support for the team. Assist team members with complex technical issues and provide guidance on best practices
• Repairing equipment and replacing parts as necessary
• Required shift and on-call work, particularly where computing equipment is in a continual 24-hour operation. If after-hours communication is required, the IT Services Coordinator must be prepared to respond promptly, diagnose problems remotely, and swiftly take necessary actions to restore functionality or mitigate the impact of major technical disruptions. This includes collaboration with the Helpdesk to expedite issue resolution and provide seamless support to end users.
• Coordination and guidance for local office contacts
• Liaising with external IT support vendors to ensure appropriate levels of service and continue to build relationships
• Active participation in scheduled conference calls

Interface with Digital-IT:

• Work closely with the IT Services Manager and the Digital-IT team to optimize investments in new technology, technology adoption (which may include training) and IT support and service delivery functions
• Partner with Global Helpdesk when rolling out new software; respond to, track and swiftly close on reported user IT problems

Some event coverage may be required (to other offices/firm conferences)

• Affable personality with a desire to help our clients with their needs. “Service with a Smile” attitude while helping remote colleagues with their IT challenges. Customer satisfaction is the primary motivation for our Digital-IT team
• Extremely conscientious in following through on support requests or on assigned tasks
• Attention to detail and ability to work under pressure
• Motivated, self-starter with a personal drive for excellence and continuous improvement. Reliable and hardworking with good planning and execution skills
• Disciplined work ethic, understands the need for strict adherence to agreed-upon processes, procedures, work schedules and the immediate notification of any unscheduled absences
• Taking ownership with a pro-active nature. Monitoring the incident solution process also when the helpdesk or 2nd line is following up. Inform GSM when an incident may affect more users.

Key Skills:

• Excellent verbal and written English communications skills. Spanish is desirable but no eliminatory
• 3+ years of desktop support in a Windows-based office environment
• 3+ years of iPhone and iPad support
• Experience supporting Microsoft Windows and Office 365 required
• A degree is not necessary, though graduates (particularly those with relevant qualifications) may be preferred
• Video conferencing support experience and networking knowledge required

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Business Consulting and Services, Financial Services, and IT Services and IT Consulting

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