Técnico de Suporte em Campo II

Lenovo; São Paulo; On-site; BRL 50,000 - 80,000; Full time

Job summary

Lenovo in São Paulo seeks a Service Desk Analyst II to provide onsite support in a fast-paced banking environment. You will diagnose and resolve hardware, software, operating system, Microsoft 365, network, and peripheral incidents while delivering exceptional customer service.

The successful candidate will handle high-volume interactions (about 200 daily), assist up to two employees concurrently, and maintain focus on SLAs, AHT, MTTR, and quality support.

Qualifications

• Experience providing Level 2 Service Desk or Desktop Support in a corporate environment.
• Strong knowledge of Windows operating systems and Microsoft 365.
• Experience troubleshooting hardware and peripheral devices.
• Familiarity with ServiceNow or similar ITSM platforms.

Responsibilities

• Provide Level 2 onsite technical support for end users in a banking environment.
• Diagnose and resolve incidents related to Windows OS, Microsoft 365, hardware, peripherals, and network connectivity.
• Record and manage incidents and requests using ServiceNow with clear documentation.
• Escalate complex issues to appropriate teams when needed.
• Maintain SLA, MTTR, and service quality metrics while delivering excellent customer service.

Skills

Windows OS

Microsoft 365

Desktop hardware

Printers & peripherals

ServiceNow

Tools

ServiceNow

Job description

We are Lenovo. We do what we say. We own what we do. We WOW our customers.

Lenovo is a US$83 billion revenue global technology powerhouse, ranked #153 in the Fortune Global 500, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver Smarter Technology for All, Lenovo has built on its success as the world’s largest PC company with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo’s continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY).

This transformation together with Lenovo’s world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit www.lenovo.com , and read about the latest news via our StoryHub .

Description and Requirements

Position Overview

We are seeking a Service Desk Analyst II to provide onsite technical support within a fast-paced banking environment. This role is responsible for diagnosing and resolving hardware, software, operating system, Microsoft 365, network, and peripheral-related incidents while delivering exceptional customer service and maintaining operational efficiency.

The successful candidate will support a high-volume service environment with approximately 200 daily support interactions, assisting up to two employees simultaneously at their workstation. This position requires strong troubleshooting skills, excellent organization, effective prioritization, and a strong focus on meeting established service metrics, including SLA, Average Handling Time (AHT), and Mean Time to Resolution (MTTR), without compromising service quality.

Key Responsibilities

• Provide Level 2 onsite technical support for end users in a banking environment.
• Diagnose and resolve incidents related to:
• Windows operating systems
• Microsoft 365 applications and services
• Hardware and peripherals
• Network connectivity issues
• Software applications
• Perform troubleshooting and root cause analysis to resolve technical issues efficiently.
• Manage and document incidents, service requests, and resolutions using ServiceNow.
• Accurately log, update, and maintain support tickets throughout the incident lifecycle.
• Escalate complex technical issues to appropriate teams or leadership when necessary.
• Support a high-volume service desk operation while maintaining quality and responsiveness.
• Prioritize multiple requests and effectively manage competing priorities.
• Ensure compliance with established service level agreements (SLAs) and operational metrics.
• Deliver a positive customer experience and maintain high user satisfaction ratings.
• Collaborate with internal teams to support technology refresh and renewal initiatives.
• Provide clear communication and status updates to end users throughout the support process.

Required Qualifications

• Experience providing Level 2 Service Desk or Desktop Support in a corporate environment.
• Strong knowledge of:
• Microsoft Windows operating systems
• Microsoft 365 suite
• Desktop and laptop hardware
• Printers and peripheral devices
• Experience troubleshooting hardware and software incidents.
• Experience using ServiceNow or similar IT Service Management (ITSM) platforms.
• Strong organizational and time management skills.
• Ability to prioritize workload in a fast-paced, high-demand environment.
• Excellent communication and customer service skills.
• Strong problem-solving and analytical abilities.

Preferred Qualifications

• Experience supporting users in financial services or banking environments.
• Experience working in high-volume support operations.
• Flexibility to work varying schedules based on operational needs.
• Willingness to support multiple office locations when required.
• Proven track record of maintaining high customer satisfaction scores.
• Demonstrated sense of urgency and accountability in issue resolution.

Additional Information

Work Location: CEIC Campus
Department: Technology Refresh / End-User Support
Work Schedule: 9:00 AM - 6:00 PM

We believe in treating each other with respect and dignity. We judge all applicants and employees by their qualifications, demonstrated skills and achievements without regard to race, color, religion, gender, gender identity or expression, national origin, ethnicity, sexual orientation, sex, age, disability, veteran status, marital status or any other characteristic protected by local law. When necessary, Lenovo will provide reasonable accommodations for employees with disabilities or those with special religious requirements. All employees help to create a positive work environment by adhering to these standards.

If you require an accommodation to complete this application, please contact [e-mail]