Senior Field Support Analyst

HCLTech; Barueri; Presencial; BRL 20.000 - 80.000; Tempo integral

Resumo da oferta

A leading company in IT services is seeking a Desktop Technician to provide local and remote support for hardware and software issues. The ideal candidate will have strong troubleshooting skills, relevant certifications, and be adaptable to a fast-paced environment. Responsibilities include maintaining ticket systems, communicating with customers, and facilitating IT support operations.

Qualificações

• Advanced knowledge of desktop support for Windows 7-11.
• Experience with Microsoft Active Directory and helpdesk ticketing systems.
• Fluent in Portuguese and English.

Responsabilidades

• Provide first/second level contact and problem resolution for customer issues.
• Install, troubleshoot, and support various desktop and printer systems.
• Maintain ticket updates for all reported incidents.

Conhecimentos

Analytical skills

Troubleshooting

Problem-solving

Communication

Customer service

Adaptability

Formação académica

CompTIA A+

Microsoft Certified Professional (MCP)

Ferramentas

Active Directory

GPOs

MS Office 365

Helpdesk ticketing systems

Mobile device management

Descrição da oferta de emprego

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Job Description & Requirements:

The Desktop Technician will provide day-to-day local and remote desktop support, receive inbound calls, answer questions, troubleshoot, and document steps performed to resolve challenges with hardware, software, and application issues in a ticketing system. The employee will also need to facilitate customer resolution for calls and engage their supervisors and managers to ensure operational consistency across all shifts within the IT Support Center.

Responsibilities and Functions:

• Provide first/second level contact and problem resolution for customer issues.
• Work with vendors to remediate complex AV issues as needed.
• Provide timely communication on issue status and resolution.
• Maintain ticket updates for all reported incidents.
• Install, upgrade, support, and troubleshoot Windows 7 to Windows 11, Microsoft Office 2010, Cisco Jabber, and other authorized desktop applications.
• Support Apple PC users with basic knowledge of Mac operating systems.
• Install, upgrade, support, and troubleshoot printers and computer hardware.
• Perform general preventative maintenance tasks on computers, laptops, and printers.
• Perform remedial repairs on desktops, laptops, printers, and any other authorized peripheral equipment.
• Use diagnostic tools to troubleshoot problems associated with network connectivity and workstation hardware/software.
• Have broad experience in IT with a basic understanding of networks, servers, audio/visual, smart devices, and telecoms.
• Work in a project-based environment requiring flexibility and teamwork.
• Perform other duties as assigned.

Required Minimum Qualifications and Skills:

• CompTIA A+, Microsoft Certified Professional (MCP) or better.
• Experience with Windows 7-11, Microsoft Active Directory, utilization of GPOs, MS Office 365, PC hardware installation and troubleshooting, enterprise anti-virus solutions, and helpdesk ticketing systems.
• Mobile device management including iOS and Android devices, enterprise encryption solutions, Windows PC/laptop management via Active Directory.
• Proven analytical, troubleshooting, and problem-solving skills.
• Proven ability to multi-task, effectively determine priorities, and meet SLAs.
• Excellent communication, relationship-building, and internal customer service skills.
• Adaptable and flexible in a fast-changing industry and work environment.
• Willing to work off-hours and weekends when required for projects or emergency support.
• Languages: Advanced Portuguese and English.

Additional Responsibilities:

• Provide support for on-call escalations and perform root cause analysis of given issues.
• Independently resolve tickets within agreed SLA of ticket volume and time.
• Adhere to quality standards, regulatory requirements, and company policies.
• Engage in value-adding activities such as knowledge base updates and management, training freshers, and coaching analysts.
• Ensure a positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions/reopen cases.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  IT Services and IT Consulting

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