IT Support Technician / Técnico de Suporte de TI

Sharp Brains; Poços de Caldas; Presencial; BRL 40 000 - 65 000; Tempo parcial

Resumo da oferta

Sharp Brains is seeking an experienced Onsite Deskside Support Engineer (L1/L2) for an on-site role in Poços de Caldas, Brazil. You will provide hands-on technical support to end users in a corporate environment, handling desktop, OS, and EUC-related issues.

You will manage device lifecycle, use SCCM/Intune/ServiceNow for ticketing and asset management, and perform VIP support during incidents. Strong communication and independent work on site are essential.

Qualificações

• 2+ years of Desktop/Deskside/EUC Support experience.
• Strong support for Windows OS, hardware, and software.
• Experience with SCCM, Intune, ServiceNow, and Active Directory.
• Knowledge of IMAC, OS imaging, patching, and asset management.
• Experience with MS Office, VPN, printers, and peripherals.

Responsabilidades

• Provide end-to-end deskside and remote support for desktop and laptop hardware, software, and connectivity issues.
• Manage desktop device lifecycle including configuration, imaging, patching, and hardware replacement.
• Use SCCM, Intune, and ServiceNow for device management, asset tracking, and ticket resolution.
• Install, update, and maintain software and security patches per IT policies.
• Ensure compliance with security policies and ITIL incident, problem, and service requests.

Conhecimentos

Desktop support

Windows OS

ITIL processes

Customer service

Onsite support

Mac devices

Communication

Ferramentas

SCCM

Microsoft Intune

ServiceNow

Active Directory

Descrição da oferta de emprego

Job Type: Dispatch (On Call) / Freelance Contract

Work Model: Onsite

Job Summary

We are seeking an experienced Onsite Deskside Support Engineer (L1/L2) to provide hands-on technical support to end users in a corporate environment. The ideal candidate will have strong experience in desktop support, IMAC, break/fix, EUC technologies, and ITIL-based service management.

Key Responsibilities

• Provide end-to-end technical support for desktop and laptop hardware, software, and connectivity issues.
• Manage the desktop device lifecycle, including configuration, OS imaging, patching, and hardware replacement.
• Use SCCM, Microsoft Intune, and ServiceNow for device management, asset tracking, and ticket resolution.
• Install, update, and maintain approved software and security patches in accordance with IT policies.
• Provide deskside and remote support for Windows OS, MS Office, Outlook, VPN clients, and other EUC applications.
• Support printers, scanners, mobile devices, and other IT peripherals.
• Assist with Active Directory tasks, basic user account administration, and smart hands activities.
• Provide VIP support and act as the primary onsite contact during critical incidents and escalations.
• Ensure compliance with security policies, antivirus requirements, and desktop standards.
• Maintain accurate documentation of incidents, asset inventory, troubleshooting procedures, and technical guides.
• Follow ITIL best practices for incident, problem, and service request management.

Required Skills & Experience

• 2+ years of experience in Desktop / Deskside / EUC Support.
• Strong hands-on experience with Windows OS, hardware troubleshooting, and software support.
• Experience with SCCM, Microsoft Intune, ServiceNow, and Active Directory.
• Knowledge of IMAC, break/fix, OS imaging, patching, and asset management.
• Experience supporting Microsoft Office, Outlook, VPN, printers, scanners, and peripherals.
• Good understanding of ITIL processes and corporate IT environments.
• Strong communication, troubleshooting, and customer service skills.
• Ability to work independently onsite and handle priority/VIP support requests.
• Basic familiarity with Mac devices and mobile device support is preferred.

Ideal Candidate

A customer-focused IT professional who is comfortable working in a fast-paced onsite environment, resolving technical issues efficiently, and providing a high standard of end-user support.