Technical Support Technician

Jobtailor; São Paulo; Presencial; BRL 40 000 - 60 000; Tempo integral

Resumo da oferta

Jobtailor in São Paulo, Brazil, is seeking an on-site IT Support Specialist to deliver hands-on technical support for desktops, servers, printers and mobile devices in a healthcare environment.

You will troubleshoot Windows pro-level issues, deploy images, document processes, and manage tickets with ServiceNow/GLPI/OTRS while collaborating with the team on process improvements and on-call shifts.

Qualificações

• Bachelor's degree in Computer Science, Information Technology or a related field.
• Experience in field technical support, preferably in healthcare/hospital environments.
• Knowledge of maintenance and support for microcomputer hardware and software (desktops, laptops and servers).
• Experience with support and maintenance of thermal printers and label printers.
• Proficiency in Windows 10/11, Microsoft Office, system imaging and deployments.
• Knowledge of client-server networking, structured cabling, routers, switches and remote hands activities.
• Experience supporting Apple devices (macOS, iPhone and iPad) and Android tablets.
• Experience with ticketing systems such as ServiceNow, GLPI or OTRS.
• Familiarity with service best practices, incident management and SLA compliance.
• Technical certifications such as ITIL Foundation, Microsoft or similar are a plus.
• Excellent communication skills, collaborative mindset, organized, proactive and able to share knowledge with the team.
• Availability to work an 8x5 schedule and participate in on-call shifts when required.

Responsabilidades

• Provide on-site technical support to end users, ensuring high-quality service and compliance with SLAs.
• Perform corrective and preventive maintenance on desktops, laptops, servers, printers and other IT equipment.
• Support Apple devices (macOS, iPhone and iPad) and Android tablets.
• Diagnose and resolve hardware and software incidents, including Windows 10/11 and Microsoft Office issues.
• Perform system imaging, image deployment and device configuration.
• Log, track and update tickets in a service management tool with clear information throughout the lifecycle.
• Provide network infrastructure support, including structured cabling, rack organization and remote hands on routers and switches.
• Assist the technical team in resolving high-complexity incidents and develop technical procedures.
• Maintain organization, control and proper handling of parts, equipment and IT assets.
• Participate in on-call shifts when required, ensuring continuity of services.
• Act with a consultative approach, focusing on customer satisfaction and continuous improvement of support processes.

Conhecimentos

Excellent Communication

Collaborative Mindset

Organized

Proactive

Knowledge Sharing

Formação académica

Bachelor's degree in Computer Science, Information Technology or related field

Ferramentas

ServiceNow

GLPI

OTRS

System Imaging

Hardware Maintenance

Software Troubleshooting

Descrição da oferta de emprego

Responsibilities

• Provide on-site technical support to end users, ensuring high-quality service and compliance with service level agreements (SLAs).
• Perform corrective and preventive maintenance on desktops, laptops, servers, thermal printers, label printers and other IT equipment.
• Support Apple devices (macOS, iPhone and iPad) and Android tablets.
• Diagnose and resolve hardware and software incidents, including Windows 10/11 and Microsoft Office issues.
• Perform system formatting, image deployment and device configuration.
• Log, track and update tickets in a service management tool, keeping clear and detailed information throughout the support lifecycle.
• Provide network infrastructure support, including structured cabling, rack organization and remote hands on routers and switches.
• Assist the technical team in resolving high-complexity incidents, sharing knowledge and contributing to the development of technical procedures.
• Maintain organization, control and proper handling of parts, equipment and IT assets.
• Participate in on-call shifts when required, ensuring continuity of services.
• Act with a consultative approach, focusing on customer satisfaction and continuous improvement of support processes.

Requirements

• Bachelor's degree in Computer Science, Information Technology or a related field.
• Experience in field technical support, preferably in healthcare/hospital environments.
• Knowledge of maintenance and support for microcomputer hardware and software (desktops, laptops and servers).
• Experience with support and maintenance of thermal printers and label printers.
• Proficiency in Windows 10/11, Microsoft Office, system imaging and deployments.
• Knowledge of client-server networking, structured cabling, routers, switches and remote hands activities.
• Experience supporting Apple devices (macOS, iPhone and iPad) and Android tablets.
• Experience with ticketing systems such as ServiceNow, GLPI or OTRS.
• Familiarity with service best practices, incident management and SLA compliance.
• Technical certifications such as ITIL Foundation, Microsoft or similar are a plus.
• Excellent communication skills, collaborative mindset, organized, proactive and able to share knowledge with the team.
• Availability to work an 8x5 schedule and participate in on-call shifts when required.

Hard Skills

• System Imaging
• Hardware Maintenance
• Software Troubleshooting
• Network Cabling
• Device Configuration
• Thermal Printer Support
• Label Printer Support
• Client-Server Networking
• Incident Management
• SLA Compliance

Soft Skills

• Excellent Communication
• Collaborative Mindset
• Organized
• Proactive
• Knowledge Sharing

Certifications & Qualifications

• ITIL Foundation
• Microsoft Certifications