Support Specialist

Quantum World Technologies Inc.; Santana de Parnaíba; Presencial; BRL 40.000 - 60.000; Tempo integral

Resumo da oferta

A leading technology company is seeking a Technical Support Engineer in São Paulo to provide on-site and remote technical assistance to customers in the LATAM region. Responsibilities include troubleshooting technical issues, providing training to users, and producing technical documentation. Candidates should possess a Bachelor's degree, have strong communication skills in Portuguese, Spanish, and English, and be familiar with networking technologies and operating systems. This position offers an engaging work environment and opportunities for growth.

Serviços

Competitive monthly fee

Hybrid work model

International exposure with global teams

Qualificações

• Solid understanding of troubleshooting computer system hardware, components and peripherals.
• Experience with Microsoft Windows and Apple MacOS in a domain-based environment.
• Proficient in end-user software installations.

Responsabilidades

• Provide technical support for customers in the LATAM region.
• Respond to technical questions during equipment installation and operation.
• Draft technical documents and case summaries.

Conhecimentos

Analytical and problem-solving skills

Excellent communication skills

Proficient in Portuguese, Spanish, and English

Familiarity with Linux systems

Knowledge of networking technologies

Formação académica

Bachelor’s degree in Computer Science, Electronics, Communications, or related fields

Ferramentas

Microsoft Windows

Apple MacOS

TCP/IP networking

Descrição da oferta de emprego

Technical Support Engineer (General)

Face-to-face engagement (on-site support) with Customer to provide Technical Support

In charge of or assist on POC (Proof of Concept), Demonstration, Presentation, technical exchanges, tracking and fixing technical issue, training partner and customer.

Technical support by phone, email and another remote way.

Provide training to internal and external end users/partners.

Candidate must possess at least a Bachelor's Degree, Post Graduate Diploma, Professional Degree, Engineering (Computer/Telecommunication) or equivalent.

Minimum of 2 years experiences in IT industry as technical engineer is required, including solid knowledge of network best practices. Thorough understanding of TCP/IP, including common protocols, applications, routing, and the OSI Model.

Knowledge of firewall, UTM, Network Security technologies or Wireless Technologies and know well about main stream network equipment (likes used etc. Cisco, Juniper, Fortinet, Bluecoat, Riverbed, Aruba, Ruckus).

Have strong analytical and problem-solving skills and a solid understanding of how to troubleshoot technical issues that involve network products.

Certifications such as CCNA or CCNP along with proven experience will be helpful and desired.

• Excellent oral and written communication skills.

Technical Support Engineer-LATAM

Responsibilities

• Responsible for product technical support for customers in the LATAM region including remote assistance and on‑site support.
• Respond to technical questions raised by customers during equipment installation, configuration, debugging and operation.
• Track and solve problems occur during product use, and collaborate with the R&D or quality team at headquarters.
• Assist sales and project teams in providing pre‑sales technical support, solutions presentation and engaging in technical discussion with customers.
• Provide regular product training and technical guidance to customers.
• Draft technical documents, case summaries and problem analysis reports.
• Play a key role in project implementation for LATAM region not limited to the implementation of technical solutions and delivery support.
• Participate in technical upgrade testing and provide feedback on product localization adaptation.

Qualifications

• Bachelor’s degree or above, majoring in computer science, electronics, communications, vehicle engineering or related fields is preferred. Bachelor’s degree or above, majoring in computer science, electronics, communications, vehicle engineering or related fields is preferred.
• Candidate with mining experience will be an advantage
• Proficient in Portugese, Spanish, English, with fluent written and oral communication skills (advantage if you can read and write chinese)
• Familiar with Linux systems, basic network knowledge, remote debugging tools and other technologies.
• Excellent customer communication skills, problem analysis abilities, customer centric mindset.
• Able to be travel overseas and be away from home for extended period

IT Support Specialist

Altenar is an international IT company founded in 2011, with offices in Malta, Greece, Georgia, the Isle of Man, Brazil and Uruguay. We specialize in high-load software development and provide one of the best technology solutions for the iGaming industry worldwide.

The Corporate IT Support Specialist will form part of a team of technical support personnel providing Corporate IT infrastructure, services and support to Altenar’s office in Brazil, Uruguay, other offices around the world and remote workers. This is an exciting opportunity for someone interested in gaining hands‑on experience and being part of a dynamic team. If you are passionate about troubleshooting, very organised and responsible, and enjoy working with people, we would like to discuss this position with you.

Must have:

• Solid understanding and troubleshooting of computer system hardware, components and peripherals.
• Understanding and troubleshooting of Microsoft Windows and Apple MacOS operating systems in a domain‑based environment.
• Experience in installing, configuring and maintaining end‑user software installations.
• Solid understanding of basic TCP/IP networking, IPv4 addressing and Domain Name System (DNS) as used internally, besides publicly.
• Appreciation of key IT security concepts.
• Familiarity with various collaboration tools/cloud‑based platforms and the ability to work with teams to organise these tools to maximise productivity.
• Calm, organised, patient disposition, and happy to work with other technical users in a respectful environment.
• Taking ownership of the tasks, being able to work on own initiative and having a good sense of teamwork and knowledge sharing.
• Strong analytical problem‑solving skills and good customer relationship skills.
• Willingness to learn new technologies.
• Technical diploma in a related field.
• Good communication skills (spoken/written) in English is a must.
• Spoke/written communication skills in Spanish and/or Portuguese are an asset.
• Clean background.

What you’d be responsible for:

• Providing direct IT end‑user support for office‑based and remote users, resolving technical issues and providing technical assistance for hardware and software on Microsoft Windows, Apple MacOS and UNIX machines.
• Providing technical support for peripherals, networking devices, audio/video equipment and other office IT equipment.
• Logging and documenting all events and changes in our ticketing system and keeping documentation up to date.
• Setting up new computer systems and reinstalling machines.
• Operating systems and software upgrades on end‑users’ machines and other hardware.
• Liaising with HR and office administration to handle the onboarding of new employees from an IT perspective and the offboarding of departed employees.
• Collect and store IT equipment for departed employees, keeping IT storage organised.
• Procure IT equipment, peripherals and software required by the company, following Altenar procurement procedures. Maintaining stock levels of equipment.
• Keeping the hardware, software and subscription asset list updated.
• Provide technical training to employees.
• Proposing improvements and working on associated tasks.
• Ensuring the timely resolution of blockers to the operation.
• Escalating concerns to management to work on solutions.
• Being driven in your work with little supervision.
• Having a strong sense of duty and exercising the duty of care beyond the immediate fix.
• Being trustworthy and accountable in the handling of company data and physical assets.

What We Offer:

• Competitive monthly fee, depending on experience.
• Office in San Paolo and hybrid basis.
• International exposure with global teams.

Please, submit your CV in English when applying for this vacancy.

Operations Manager - Service Desk

Key Responsibilities

• Provide timely and meaningful reporting to senior management.
• Plan and implement strategies to ensure account profitability.
• Handle client interactions and manage escalations (calls or in-person).
• Conduct regular reviews with Account Managers and other departments to ensure SLA adherence.
• Monitor daily productivity against defined service level standards.
• Perform audit checks on client‑defined compliance requirements.
• Coach and monitor Team Leads and AMs in day‑to‑day operations and people management.
• Develop continuous learning processes for the team.
• Supervise and support team members to ensure delivery meets or exceeds client quality standards.
• Represent the organization during client visits and reviews.
• Lead process re‑engineering projects to optimize workflows and reduce cycle times.
• Develop and maintain process documentation, SOPs, and compliance standards.
• Partner with stakeholders to implement digital tools and automation for operational efficiency.
• Monitor KPIs and prepare dashboards to track improvement outcomes.
• Conduct training sessions on process excellence methodologies for team members.
• Strong knowledge of BPS operations and service delivery models.
• Plan and implement strategies to ensure account profitability.
• Handle client interactions and manage escalations (calls or in-person).
• Conduct regular reviews with Account Managers and other departments to ensure SLA adherence.
• Monitor daily productivity against defined service level standards.
• Perform audit checks on client‑defined compliance requirements.
• Coach and monitor Team Leads and AMs in day‑to‑day operations and people management.
• Develop continuous learning processes for the team.
• Supervise and support team members to ensure delivery meets or exceeds client quality standards.
• Represent the organization during client visits and reviews.
• Proficiency in process mapping tools and data analysis (Excel, Power BI).
• Excellent communication and stakeholder management skills.
• Ability to manage multiple projects and deliver within timelines.
• Managed a Level 1 IT Service Desk/Help Desk.
• Demonstrated strong stakeholder management (Internal & External).
• Experience in incident management processes with hands on exposure to ITSM platforms such as SNOW/Remedy or similar.
• Strong understanding of typical SLAs and KPIs in contact center/IT Service Desk.

Qualifications

• Bachelor’s degree in Business, Engineering, or related field.
• 3–5 years of experience in process improvement within BPS or shared services.
• Preferred Certification in Lean Six Sigma or equivalent preferred.